Wonderful holidays in San-Margherita Ligure in August 2016
04/09/2016 Vasyl_Kiev, Kiev
Stayed in this hotel, recommended by one VIP travel agent in Kiev as the best in the area of Santa-Margherita. Having the recommendation and some experience of staying in Best Western hotels in Europe... more
Stayed in this hotel, recommended by one VIP travel agent in Kiev as the best in the area of Santa-Margherita. Having the recommendation and some experience of staying in Best Western hotels in Europe we expected to have top level service, but missed some points, that seemd to be natural for these chain of respected hotels. Location is perfect, the beach organization and service the same, breakfast is reasonably Ok. But furniture in the rooms and some equipment ( air condioning and bathroom staff, that you can hear " from reception area" ) should be definitely renovated.
Staff in general is very professional and positive, besides few receptionists, who opositely to their colleagues, either didn't try to help in the settlement of some issues or tried to outsource these issues to anybody else. The last case, that spoiled much our impression of the hotel stay, was unability of the staff to arrange a light so-called "early breakfast" ( so-called as it was at 06.50 on 31 august 2016 - only 40 min before regular breakfast time ) for us, as we had to catch the early morning train to Milano at 07.39. I asked for the early breakfast few days ahead and got respond on it's full availability on condition, that we apply to the reception the night before departure. We did so, but I got completely different respond - the lady on duty told, it was absolutely not possible. Ok, we had to accept, but next morning we saw the requested service, given to another leaving family. For me, it is the personal behaviour of some staff, but the impression refers to the hotel in general. I shared this point with the receptionist just before our departure, but I will fix the issues with my travel agent. It is not the case of money only, it is the case of the customer service. And the recommendation for the hotel came from my agent to his VIP customer, so the agent has to carry the responsibility for such case, not very often in my experience. Sorry for my openess, but I do expect to get proper service for the proper money, I paid . less
pciana, Responsabile relazioni con la clientela at BEST WESTERN Hotel Regina Elena, responded to this review
Thank you dear Vasyl for your feedback and for telling us your sincere opinions about what you liked and what you think could be improved. We will take into precious consideration your advice, because our first aim is to reach a very high standard of quality in every single aspect of our service.
Every member of the staff tries to be very professional and kind with our guests, so we deeply apologize if we didn’t give you this impression.
The lady at the reception to whom you spoke about breakfast the second time, just tried to explain to you that an early breakfast could not be as complete as the proper buffet breakfast open from 7.30 am, but in the end you decided not to accept it. The family you saw on the following morning, while you were leaving, was having the light breakfast that our colleague had described to you. We are sorry if there was a misunderstanding.
Hoping you will give us the opportunity to welcome you again in the future, kind regards.