L'Horizon Beach Hotel & Spa

Olivia Middleton9 months ago

1/5

We recently had a very negative experience with L’Horizon Hotel and Spa which unfortunately spoiled a family birthday. We booked to have afternoon tea on The Terrace for October 1st - it was an absolutely glorious sunny day so we were really excited to sit overlooking St Brelade’s beach. However, when we arrived, the hotel staff informed us that the Terrace had closed for the season on September 30th and instead informed us that we must sit inside. We explained that nowhere on the website did it indicate that The Terrace would close on this date (all it says is that it’s ‘seasonal’, and implies this is very weather-dependent) and that there were many members of the public / hotel guests drinking tea out there at the time, as the weather was so lovely. There were also numerous adverts for afternoon tea on The Terrace on display in the reception area, which struck us as false advertising. We had also booked for a special occasion and we had a large group (6 of us). The staff essentially said that anyone eating or drinking out there had taken their food from the bar and chosen to sit there - so we offered to do the same and were happy to collect our afternoon tea and carry it outside for them. One staff member (Julia?) then proceeded to pull out my booking request and inexplicably point out that I had left a note asking for a table overlooking the beach - which was exactly what we were trying to secure?! She said the booking had gone through the ‘Atlantic Room’, but as this was the only booking method available on their system, I’m unclear what other options we had? Besides, since staff knew we had booked for October 1st and had made this specific request, why had we not been informed they would be unable to fulfil this? Why was there zero contact at all? It’s worth noting that every other restaurant and hotel on the front was still operating an outdoors beachfront service because of the amazing weather (Oyster Box, Crab Shack, St Brelade’s hotel, Beach Club…I could go on.). Overall, it felt like the staff were extremely pedantic and the customer service was dreadful. They sadly ruined my Mum’s birthday and we had traveled to Jersey especially for this event. All very disappointing and I would suggest others avoid afternoon tea here and take your custom elsewhere if you want to have an enjoyable time and be shown basic levels of customer care.