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flame01
dublin

Runway 28 rooftop terrace bar

2.0 of 5 bubblesReviewed 17 Oct 2021
On Saturday 16th Oct 2021, we booked a table for 6 friends for 12 noon brunch.

On arriving we were seated at Booth "R11" which was nearest the rooftop entrance outside.

Hand sanitizer was plentiful and a bottle on the table. I was surprised that no checks on vaccine status or telephone numbers for contact tracing was requested. However, Covid signage and automated temperature checks were conducted at the entrance

There appeared to be 10 or 11 "booths" but we were surprised to see that staff seated all the people at the booths nearest to us. Each booth had an individual "Gas Heather" above it, which was a nice touch at this time of year

From the time of ordering, to food arriving was almost 40 minutes. All food served was just luke warm not hot. I had the "Runway Breakfast" and it was poor. We had to request butter for our toast / bread and the server put down a small container with 4 pre wraped "patties" for all of us.

After eating we asked could we have separate bills, but were informed in a rather abrupt manner that the restaurant does not do this. To me, and those in my company, the only reason for the restaurant to refuse this had to be because the server was too lazy to work on it. We could think of no other reason

We gathered the monies together and gave it to our server with the bill, she took it away but arrived back about 10 minutes later stating in a very abrupt manner that "the money did not match the bill", we were confused, and on checking the bill, discovered that she had substituted our original bill with another one, whether by accident or not, I have no idea

One of our group had to go to the cashier to sort this out, which was embarrassing to say the least

Will we return, no .... as the whole experience was poor. In particular the attitude of our server left a lot to be desired
Date of stay: October 2021
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Carlton Hotel, General Manager at Carlton Hotel Dublin Airport, responded to this review
Responded 18 Oct 2021
Dear flame01
Thank you for your review following your visit to Runway 28 Rooftop Terrace & Bar over the weekend. I am sorry to read your feedback and would like to apologise for our shortcomings on this occasion. I will review your feedback with the team as there is no reason why your food wasn't served hot and complete with condiments etc. Due to Covid-19 measures we are trying to ensure that all such items such as salt sachets, butter pats etc are single serve to minimse contact levels. In relation to the checking of your vaccine certs, as you and your party were dining outside in the open air, there is no current requirement for the checking of same. Each booth on Runway 28 seats a max of six people and have been designed to ensure physical distancing requirements are met and exceeded in most cases. Again Runway 28 is primarily an outdoor area for dining and clients are allocated tables according to the booking pattern on our booking system. In relation to splitting bills for payment, it is the policy of the restaurant that we do not split bills. I apologise for the fact that there was a mix up with your bill and will review all of your feedback with the team as we strive to deliver a warm and friendly service in a relaxed environment to all our guests. I am genuinely sorry that your experience did not meet you expectations and hope you will consider giving us another opportunity to make amends in the future.
If I can be of any further assistance please do not hesitate to contact me.
Yours sincerely.
Declan Meagher
General Manager
This response is the subjective opinion of the management representative and not of Tripadvisor LLC.
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Reviewed 17 October 2021

Booking was easy and on line check in speeded arrival. The room was large and clean.Tge room was a no smoking room with a sign inside the room stating this. But the last guest had obviously smoked in there and the room stank of stale cigarettes.
The hotel is easy to find and has parking close to the hotel lobby entrance. The shuttle bus is run but the hotel and runs every half hour. The staff are polite and friendly.
I have given a low score on the basis that the room has not been properly aired before being used again.

Date of stay: October 2021
    • Value
    • Location
    • Sleep Quality
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    • Cleanliness
    • Service
Review collected in partnership with this hotel
Thank jonnster45
This review is the subjective opinion of a Tripadvisor member and not of Tripadvisor LLC. Tripadvisor performs checks on reviews as part of our industry-leading trust & safety standards. Read our transparency report to learn more.
Carlton Hotel, General Manager at Carlton Hotel Dublin Airport, responded to this reviewResponded 18 October 2021

Hi jonnster45
Many thanks for your review which is mainly positive in respect of the hotel. You correctly state that all rooms are Non-Smoking but despite our best efforts a minority of guests continue to break the rules. Our cleaning procedures are robust and all rooms are serviced in line with our independently monitored "Hygiene Assured" program. I am sorry that your experience was not up to standard and assure you of our best intentions at all times.
Kind regards
Declan Meagher
General Manager

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Reviewed 16 October 2021

Returned from holiday, picked up from airport after midnight. Shuttle bus driver very helpful. The room we were allocated was brilliant. Breakfast was top class. Staff very helpful. For airport parking and overnight stay I would highly recommend.

Date of stay: October 2021
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Review collected in partnership with this hotel
Thank petermE5845VN
This review is the subjective opinion of a Tripadvisor member and not of Tripadvisor LLC. Tripadvisor performs checks on reviews as part of our industry-leading trust & safety standards. Read our transparency report to learn more.
Carlton Hotel, General Manager at Carlton Hotel Dublin Airport, responded to this reviewResponded 18 October 2021

Hi petermE5845VN

Many thanks for your feedback - it was a pleasure to have you stay and I look forward to welcoming you back again soon.

Warm regards
Declan Meagher
General Manager

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Reviewed 14 October 2021

Definitely the best Airport hotel I have had the pleasure of staying at, the customer service the facilities and management were second to none. Food was excellent and the bedrooms were clean comfortable and surprisingly spacious

Date of stay: October 2021
  • Trip type: Travelled on business
    • Value
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    • Service
Review collected in partnership with this hotel
Thank Anthony T
This review is the subjective opinion of a Tripadvisor member and not of Tripadvisor LLC. Tripadvisor performs checks on reviews as part of our industry-leading trust & safety standards. Read our transparency report to learn more.
Carlton Hotel, General Manager at Carlton Hotel Dublin Airport, responded to this reviewResponded 14 October 2021

Hi Anthony T
Thank you for your great review and wonderful feedback on the hotel team - it is always a pleasure to welcome you and I look forward to seeing you back again soon. Best wishes, Declan Meagher, General Manager

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Reviewed 13 October 2021

The front desk staff were exceptional in their attentiveness making the stay so comfortable and relaxing. We needed faxing services and reminders for waking up in addition to help with bags. I will definitely return and recommend this hotel to others.

Date of stay: October 2021
    • Value
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Review collected in partnership with this hotel
Thank montybeth5
This review is the subjective opinion of a Tripadvisor member and not of Tripadvisor LLC. Tripadvisor performs checks on reviews as part of our industry-leading trust & safety standards. Read our transparency report to learn more.
Carlton Hotel, General Manager at Carlton Hotel Dublin Airport, responded to this reviewResponded 14 October 2021

Hi montybeh5
Many thanks for your great review - the front desk team are exceptional and always willing to go the extra mile to ensure all of our guests are expertly taken care of in a warm and friendly way. Thank you for your recommendation and I hope to welcome you back again soon. Best wishes, Declan Meagher, General Manager

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Reviewed 13 October 2021

Genersally this is a pretty good hotel, the rooms are clean and the facilities are good. The only real issue is the rooftop bar where the service is pretty abysmal so i tend to avoid it. Generally the colleagues are all great and make you feel very welcome so i always enjoy my stay there :)

Date of stay: October 2021
  • Trip type: Travelled on business
    • Value
    • Location
    • Sleep Quality
    • Rooms
    • Cleanliness
    • Service
Review collected in partnership with this hotel
Thank bobwiffen
This review is the subjective opinion of a Tripadvisor member and not of Tripadvisor LLC. Tripadvisor performs checks on reviews as part of our industry-leading trust & safety standards. Read our transparency report to learn more.
Carlton Hotel, General Manager at Carlton Hotel Dublin Airport, responded to this reviewResponded 18 October 2021

Hi bobwiffen

Thanks for your review and feedback. I am sorry to read your comments in relation to Runway 28 Rooftop Terrace & Bar, Dublin's newest rooftop terrace which opened earlier this year and has enjoyed rave reviews for its location, atmosphere and views but most especially for the Runway 28 Crew working up there who deliver great food, drinks and cocktails with a smile even if they are wearing face masks!!! Obviously despite our best efforts we don't get it right all of the time so I am sorry that you had a sub par experience and hope you will give us another chance to look after you soon.

Best Regards

Declan Meagher
General Manager

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