Staff employed simply do not seem to be trained in customer servive.

We made the booking directly with the hotel over the phone and they promised to send on written confirmation which they never did. On arrival, they had no record of this. Luckily there was a room available however, it was a smoking room and the smell still lingered. Given that this was a bank holiday weekend, we had no choice of an alternative.

We were also informed on checking in that food was available in the bar until 9 but as there was a wedding on, we probably should avoid the bar between 6-8 as they wouldn't be able to faciliate serving the wedding and residents requiring food! This is simply unbelievably that a hotel can take bookings but can't actually cater for the numbers. We paid good money to stay here and being told we cannot be provided with food at certain times is just not acceptable in an area that relies soley on Tourism.

That night, at 2 am, there was a kncok at the bedroom door and a key card was used to open the door and a man walked in! When we mentioned this at reception next morning, the staff said they had not been told about this incident but acknowledged that it must have been a member of staff given that a keycard was used and asked if we were being noisy! Notwithstanding that a member of staff checking this would simply have to listen outside a room before entering, we were asleep..in darkness. The staff had the audacity to blame us for the intrusion.

Breakfast is also poor. There is limited staff on and no-one seats you. Tables weren't cleared quickly. It is self service but once we queued for food and sat down, we had to wait to ask staff for cutlery which took ages to arrive while our breakfasts got colder and colder. We aslo ordered tea and were brought out one small pot. The was slammed down on the table. When we requested a 2nd (there were two of us), the member of staff pointed to the tiny pot and said it was already there. We were just shocked that there was an issue with bringing a 2nd pot of tea - afterall, they do only contain one teabag so it wasn't a desperately unreasonably request.

The overall attitude was unpleasant, unpolite, unfriendly and unhelpful. If you are parting with good money to pay for staff to meet basic requests than this isn't the place for you. We felt we were a burden and no apology was proffored for the midnight intrusion. There is an abundance of accommodation in Killarney so take the time to choose an alternative if at all possible to get treated properly. I also emailed the hotel about all the above issues and having not received so much as an acknowledgement, I wrote to them...funnily enough I am still awaiting a response! This is clearly not a company I would wish to leave any more hard earned money with.