Pembroke Townhouse

The staff were wonderful, and Silvia especially made us feel welcome throughout our stay. She was attentive and hardworking. The hotel was spotless and breakfast was excellent. Such an amazing place to stay in Dublin.

Pembroke Townhouse is in a great part of Dublin and makes a handy base for exploring the city. Our room was clean and had what we needed for a short stay, and the staff were friendly. It was comfortable and well located.

The room wasn't worth the price. The blinds let light in, road noise kept us awake, and it didn't feel like the 4 star experience they claim to offer. There are better, cheaper places in Dublin. The staff also showed very little empathy and seemed more interested in passing the problem along. It took repeated requests just to speak with a manager, and the whole experience was completely unprofessional and disappointing. My girlfriend had contacted the hotel early in the month to request a room with a bathtub. The room was plain, and when I tried to use the tub, the plug didn't work and wouldn't hold the water. I called the front desk straight away. They said management would be in the next day, and at checkout Artem said he'd contact the manager about our problems, but didn't mention that no manager was working that day. Later, when we called about the small compensation of rose petals and a bottle of Prosecco in the room, Sylvia told us managers don't work weekends and asked us to call the next day. I called again the day after that. There were still no managers available, but they said they'd call us back. They offered another small refund that didn't satisfy us, despite our asking to speak to a manager each time we contacted them. Then they told us to email. After I sent all the issues in writing, they finally offered a good refund for what we'd gone through. When I called today to ask where the refund was, a manager happened to answer. Branko said it was being processed through booking.com, which I understand, but his manner was shocking. He spoke to other customers while on the phone with me, audibly sighed as I explained my complaints, and never acknowledged my feedback.

The lobby felt cozy and luxurious, and the staff were very friendly. Breakfast was good, and having gated private parking was a great extra. I had a very positive stay at Pembroke Townhouse.