Royal Ship, Dolgellau

Poor communication and disappointing service. *DOG OWNERS - be aware that there is a 15 cleaning charge per night* The charge is not stated on their website, it only states dog friendly, which is the reason I booked. I was not informed of this when booking by telephone, nor at check in/check out. However, an extra 30 was taken from my account after my stay and the room was left in the same condition that I found it. Very disappointed with the service, especially from the manager John. I explained that no one had informed me of the charges and that the room was left in the same condition I had found it. he said that they have to shampoo lino floors after every stay and this is why there is the charge?? I had also booked another room for my friends, we paid the same for our rooms, but mine was smaller and scruffier (marks on walls, scratched doors etc.), I assumed that was because I was in a doggy friendly room and didn't complain. We were also not offered packed lunches as it states in the room literature if you have to leave prior to breakfast. Yet we had called in advance to say we wouldn't be able to have a cooked breakfast on the first morning, as we were leaving early for a hike and asked if we could store our lunches in the fridge overnight. Not very good communication at all. I asked John if I could have one of the charges refunded as a good will gesture, he refused and said it was up to me to read the T&Cs. I had a look at the T&Cs on the website after the call and there is no mention of the charges. I complained that I was not told at booking nor during my stay that 30 would be taken from my account, he apologised for that but was not prepared to refund me half. He also said 'go and slag off us in a review if that makes you feel better'. Appalling customer service. What a shame as Dolgellau is a lovely town, but I would not recommend staying at a hotel where management feel they can talk to people in that manner. ** In response to John's reply below. I do not appreciate you saying that I would give a bad review if you didn't refund me. That is categorically not what happened, I said I would leave a bad review because I was not informed of your policy of a 15 a night charge at any point and because I was unsatisfied with your response. I was surprised by your unwillingness to refund one of the night's charges, when you had apologised for not informing me of the charges before taking the money. That shows that you understand a mistake had taken place. You also said that at check out someone should have checked my invoice with me. That didn't happen either, in fact there was no around to give the key to and I had to ask. The person that took the key didn't ask how my stay had been. I rarely write a bad review, I much prefer writing positive reviews, but paying guests are entitled to say if they are unhappy. That is not a misuse of a review service. This is a genuine complaint that you refused to help with. Blaming the customer, rather than taking accountability really isn't the right approach.
May 2nd, 2023

Apr 30th, 2023

Apr 30th, 2023

Apr 29th, 2023

Rooms: Rooms were spotless and very comfortable Nearby activities: Lots of local walks plenty to do in the area Food & drinks: Good food and drinks
Apr 26th, 2023