Anner Hotel

, Thurles, Ireland
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Anner Hotel

, Thurles
3 star

Rooms: 64

Dublin Road Thurles - Thurles - Ireland Hotel Website | | 0504-21799
92 Traveller

Reviews - Anner Hotel

3/10
Terrible customer service
Submitted by: Bill in 19/07/07
  • Age Group: 41 - 50
  • From: Australia
  • Traveller type: Mature Couple
We booked this hotel on line from Australia. We specifically wanted somewhere with broadband internet access and were willing to stay anywhere within a fifty+ mile radius of Borrisoleigh. We chose it as their website said "broadband access in every room" which I needed for my work overnight (Australian day time). When we arrived, the staff member on the desk told us that there was no internet access at all unless we had a local dialup account. She denied that the hotel had ever had broadband. The next day we asked again and were told that apparently the broadband had stopped working some months before but had not been fixed and there were no apparent plans to fix it. After checking at a local internet cafe that their web site still promised "broadband access in every room" I asked to speak with a duty manager about this. I was asked to return the following morning which I did. I was then asked to wait in the foyer and the manager appeared after 15 minutes. I introduced myself and handed over my business card. The manager did not introduce herself and volunteered her first name only after I specifically asked for her name. She spoke to me only in the public area of the foyer. She was not helpful at all. I got the strong impression that she did not believe this was a problem at all and just wanted me to go away. It was one of the worst efforts at customer service I have encountered in many years of international travel.
She told me that they would fix the web site and indicate the issue with broadband access. They have not done this as of today (10 days later). The website still reads this "All of our rooms are en suite and have direct dial telephone, trouser press, tea and coffee making facilities, room service facilites, cable tv and broadband access."
Although some staff were very pleasant and helpful, particularly in the restaurant, unforunately a number of other staff were unhelpful or dismissive to the point of being rude during this stay. No assistance was offered for our bags when we checked in or out, although our room was a long way from reception.
On a positive side the gym was excellent and the location was easy to find. The meals in the restaurant were very good although the bar food was less inspiring. The bedroom was fine.
I travel overseas a number of times every year and this is without a doubt the worst customer service experience that I have had. I can understand something breaking but when it is a touted feature I would expect it to be fixed or at least the reference on the web site to be removed. I have IT experience and know that a wireless network to gain broadband internet access could be established from scratch within a few days. None of this was done. Despite being told the web site would change this has not happened. There are no apparent plans to fix the broadband access. The false advertising does not seem to be an issue that the manager was concerned about. I have emailed them since reutrning home but have had no reply. I am very disappointed at their attitudes and appalling customer service.
1 out of 1 reader found this review helpful

Top Local Tips for Thurles

the anner hotel the rock of cashel is worth a look there is an open farm for kids close by

Rock of cashel Cashel is a lovely town and the Rock is worth seeing.Do the guided tour.It's not far from Thurles town

Anywhere else Not a lot going for Thurles, no good restaurants or amusements not really a tourist town, stay anywhere besides "The Anner" had a terrible weekend

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Other names for Anner Hotel

  • anner hotel thurles
  • Address: Dublin Road Thurles - Thurles - Ireland
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