Not a pleasant experience
07/08/2015 Alan K, Market Deeping, United Kingdom
We did not get off to a good start when the receptionist told us the restaurant was open when in fact it was closed for 5 days. This was not apparent from any of the websites we looked at. It turned o... more
We did not get off to a good start when the receptionist told us the restaurant was open when in fact it was closed for 5 days. This was not apparent from any of the websites we looked at. It turned out she meant the poolside bar which by no stretch of the imagination could be called s restaurant. The hotel was virtually empty which may account for the poor breakfast on the first morning. On the second morning the breakfast was even worse with a very much reduced choice and what there was was covered in flies. We complained but the one member of staff on duty was not at all helpful. On checking out I asked for the cost of the breakfast to be deducted from our bill but was told this was not possible so I refused to pay at all. Still in discussion with Best Western about this.
In addition to the above the shower cubicle in our rom was very poorly designed and it was impossible not to soak the bathroom floor generally which made it a dangerous skating rink.
We were not intending to complain but the fly strewn breakfast on the last day was the final straw. We stay at Best Western a lot and although some hotels are better than others generally the standard is high. We are currently touring France and staying at some 8 to 9 Best Western hotels. So far, either exception of this hotel they have all been excellent. I think Best Western need to look carefully at whether they want this hotel to continue operating under their name. If do then many improvements need making not least of which is having insect proof covers over the breakfast food. less
Anne S, Responsable réception at BEST WESTERN PLUS Le Canard Sur Le Toit, responded to this review
Dear Mr. Kendrick,
On behalf of our entire team, I would like to apologize for not exceeding your expectations. At BEST WESTERN PLUS Le Canard sur le Toit we strive every day to provide a superior customer experience. I am sorry we weren’t able to do that for you. We will use the feedback you gave us to implement improvements to ensure we provide a better experience in the future.
Our breakfast service wasn’t able to satisfy your needs. Please note that we are working on improving quality and presentation of items. We ask you also to please understand that we are not able to agree with a client refusing to pay for the entire reservation. We work hard to give our customers the best service.
Because we did not provide you with the service you deserve, I will authorized an immediate credit to your credit card account in the amount of 60€ for the breakfasts (2 breakfasts per day at 15€ each).
BEST WESTERN PLUS Le Canard Sur le Toit