A five-star hotel has hit back at a TripAdvisor reviewer who claimed they were treated "like second-class citizens".

Genlo Abbey Hotel in Galway was left a scathing review by a disgruntled customer after their £843 (€1,000) stay.

The hotel, which is located beside Lough Corrib in Bushypark, is a renowned luxury hotel where a room would cost upwards of €350 for a night, Galway Beo reports.

It describes itself as providing "unrivalled service, warm Irish hospitality and five-star luxury" and adds that it is "steeped in grandeur and history".

But one couple who checked in recently claimed their welcome was not warm and that while the Pullman restaurant and the hotel spa were up to scratch, some of the staff were not.

The review claimed the hotel staff were insincere and inattentive, and that they would not go again.

The review read: "I will try to be fair as some of our experience was super.

A room costs upwards of €350 a night at the five-star hotel

"We arrived at 1.10pm well before the 3pm check-in as we were going to the spa for 1.45pm.

"We were immediately informed we could not check in until 3pm (we did not expect to check in) and it was only when we explained we were booked into the spa and wanted to have something to eat before the treatments that our bags were taken and we were guided to the top of a pathway and pointed in the direction of the spa and Palmer's restaurant.

"At this point we were feeling like second class citizens not warmly welcomed guests, that was not due to start till 3pm!

"The food in Palmers was nice, the atmosphere not the laid back one we were looking for.

"Staff were lovely but could have been more attentive, several times we had to seek their attention when we would expect them to be consistently scanning the room."

The general manager responded to say he was upset at the review (

Image:

Mateusz Slodkowski/SOPA Images/REX/Shutterstock)

It went on: "The room was lovely the view an utter disappointment."

Despite this, the review said they "loved every moment" of the spa and added: "The girls in the spa were just fantastic welcoming and super at what they did."

They then praised dinner at the hotel's restaurant, The Pullman, saying: "It was so good, the staff, the service, the food the ambience. It certainly met our expectation and more. Highly recommend it."

When checking out, the review described the staff as 'insincere' and said: "We judge a place as much by checkout as check in and it was sadly lacking.

"The question was asked did we enjoy our stay and really it was insincere.

"We had enjoyed much of our visit but when I mentioned the disappointment with the view in the room as my husband had a view of hording and I had a view of a utility building when we breakfasted in the room, the response was one of indifference.

"Overall, we did enjoy our time together, but would we stay in the hotel again? No. Would we visit the spa or Pullman again? Absolutely.

"The overall experience was disappointing and not what we would expect of a five-star establishment."

In response to the review on TripAdvisor, the hotel's general manager replied: "I am truly upset that the matters of which you complain were not addressed, to your specific expectations, while you were here at Glenlo. and particularly at the checking-in time.

"While we must necessarily operate within Government-imposed limitations, had I been aware of your difficulties on checking-in, I would personally have done my utmost to find you a room that met with your expectations on your arrival even though this was a couple of hours before the 3pm check-in time.

"I would invite you to please contact me to discuss.

"Your choice of words such as insincere, indifference and uncaring certainly is not the culture with which my team has been chosen and trained.

"It is regrettable that your disappointment could not have then been addressed as it would have been at a management
level.

"I am sincerely appreciative of your having brought these matters to my attention. I apologise for my and my team’s having failed to meet some of your expectations.

"I would ask that you might contact me directly and hope that I have the opportunity to welcome you back to Glenlo soon."

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