"Completely unacceptable service"
davevincent, 12 Septembre 2021
On arrival at 2pm on 25 August my father and I initially found our bed had been made up as a double, so we requested a twin. This was initially resisted and the receptionist made us wait to confirm whether we had made a mistake on booking. On return to the room at 6pm, we found our room in a state of disarray, which we photographed (see images). It was also dirty and in a state of disrepair. The staff ensured our room would be made up on our return. At 11pm, we arrived back at our room and found for the first time there was no power supply to any of the sockets in the room. this meant we could not use our phone chargers, the TV or the kettle. It was too late to find another hotel. On leaving the hotel we complained firmly and politely. The manager, Aaron, agreed completely that our experience was unacceptable. However, he could not mitigate our disappointment as the call centre for Best Western (actually this is a franchise hotel) is in the far east. It was noticable that all the staff at this hotel were rather inexperienced (although very polite and generally nice). We have been in touch on 5 separately occasions to request the compensation we were promised, and now we do not get any answer from either Aaron or the BW care line. We have given every opportunity for this hotel to mitigate our disappointment over 2.5 weeks since our stay and so the only option to us is to make others aware of our experience at this hotel. On the positive side of things, the location was convenient.