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Whilst I fully appreciate the fact that the cost of the package was exceptional value for money, there were certain aspects of our experience which you as a company could take steps to improve upon.
Despite having requested a sea view room, I was allocated a room facing into an unsightly "courtyard". When I questioned this with reception, I was abruptly informed that sea view rooms incurred an additional cost however at no point during the booking process was I informed of this otherwise I would gladly have paid the extra money. The attitude of the receptionists (Rachel and Lesley) added to my anger, they were abrupt, rude and completely dismissive of my request, a trait that was evident in a number of staff throughout the hotel. Some intense training on customer service skills is badly needed in this establishment.
The room at first glance was acceptable however on closer inspection the carpet was filthy and "sticky" underfoot. The cleanliness of the shower area was disgraceful (photographs enclosed). Obviously the head of housekeeping is failing to check the standards of cleanliness.
Whilst I understand that the seating of so many people requires planning as is impostant to ensure that everyone is accommodated however to return from an excursion at 5.30pm only to be seated at 6.00pm without time to freshen up and change for dinner is far from satisfactory, a sentiment echoed by many.
On a positive note, the food was without fault, the entertainment excellent and the highlight of the trip was the care and attention given by our coach driver Caroline - she went above and beyond the call of duty to ensure that everyone's experience was a success - a fantastic representative for your company.
I hope that you find my comments constructive.
Regards,
Mrs.Agnes Aitken
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It sounds like your experience with Caledonian Travel had its highs and lows. While you recognized the value of the package and appreciated the food, entertainment, and exceptional service from your coach driver, it's clear there were significant issues that need addressing. The lack of communication regarding the sea view room, the unprofessional attitude of the hotel staff, and the cleanliness issues all contributed to a less-than-ideal experience.
Your feedback about the timing of dinner after excursions is particularly important, as many guests would surely prefer a bit more time to relax and prepare for the evening. It's great that you pointed out the positives alongside the negatives, and hopefully, your comments will prompt Caledonian Travel to improve their booking process, staff training, and overall guest experience.