10/07/2019 Mich1975, London, United Kingdom
Not a great hotel arrived Friday night booked online couple of days before paid with my visa debit card lost my card next day , when I checked in they wanted to see my card which I didn’t have they w... more
Not a great hotel arrived Friday night booked online couple of days before paid with my visa debit card lost my card next day , when I checked in they wanted to see my card which I didn’t have they wanted to see i.d which I didn’t have travelled there on the train had I’d known I would have bought my driving licence .
The room had no air conditioning and couldn’t open the windows so it was like a Furness so hot felt I couldn’t breath .
Next morning no hot water so couldn’t shower .
Did complain but all I got was a fan for the room and a apology.
Next night had the fan made no difference.
I would say avoid this hotel at all costs
Mark C, Group Operations Director at Best Western Abbots Barton Hotel, responded to this review
Thank you for your review.
It is always disappointing to read of unhappy guests and of course we are not perfect and I take reviews of this nature very seriously and obtain all the facts before assessing.
But for the sake of clarity and the wider viewing public here are the facts of the situation.
Arrival at approximately 10.30 pm with your teenage daughter.
Any hotel will ask for a pre authorisation to check in for security, failing that we ask for a copy of ID. You couldn't provide either and my Duty Manager on that evening went against Company Policy which he is able to do in exceptional circumstances and in this case as it was late and you had your daughter with you he allowed the check in.
We do not take cash after 11pm and another reason for pre authorising a card on arrival is to open your credit account enabling you to be able to charge extras such as drinks or food to your room.
You then wanted to purchase drinks and the night staff had to refuse as you did not have 'credit' within the hotel.
You then swore at the night staff and even your daughter had to take you away to calm you down.
We do not advertise ourselves as having air conditioning - so I really do not get your point and the night (s) in question if you remember were the hottest this year so far. Of course our windows open but no call in the first instance was received for assistance which we would have been happy to provide.
We are unaware of any hot water issues as was communicated to you and when your room was checked there was hot water. As you can appreciate if there were any issues we would have had a lot of comments from other guests but none were received.
You then took it upon yourself to complain to Best Western Centre and when they reviewed your case they, as I have explained, there was no further action required from us. As I am sure you are aware all Best Western Hotels are privately owned.
The moral of this episode I guess is that when we try to help you and my staff bend our policies to assist it doesn't always work.
We are sorry you feel this way and everyone is entitled to their own opinion of course.