A Ruined Christmas 2019!
We booked a four day Christmas break with Saga at The Best Western in Canterbury 23/27 December 2019. It was without any doubt the worst hotel experience we have ever experienced in our lives. It wa... more
We booked a four day Christmas break with Saga at The Best Western in Canterbury 23/27 December 2019. It was without any doubt the worst hotel experience we have ever experienced in our lives. It was so bad we left for home Christmas morning at 9.00am. Dinner on the first night was chicken (OK) accompanied by a large half cooked inedible potato (not OK). We had almost finished this when the vegtables arrved - again half cooked. After this experience we decided to forgo the entertainment arranged for Christmas Eve and spent a very pleasant day strolling around Canterbury, a lovely old city. On arrival back at the hotel around 4.30pm we discovered our room had not been cleaned, beds not made, towels in the bath etc. We called reception and spoke to the manager who suggested we could "tidy the room ourselves". We went down to confront said manager turning down his "do it yourself" suggestion, his offer of a bottle of wine and his promise the room would bve done "tomorow". Our room by the way had the most apalling view, a rubbish dump the size of a football pitch! Christmas Eve evening we went down to dinner in "the banqueting hall", a euphamestic description for a large sparsely decorated carpet-less room. The dinner serving was shambolic. We were obliged to select meals on arrival and were not given a copy of the selection nor were others, meaning neither the waiters nor the guests had any idea of who had ordered what. Eventually we all got served except those who had ordered the trout. The trout dish arrived as we finished the main course. Christmas day arrives... we wake up at 8.00am and make a decision. We must cut out losses and get away since we reckon we will have a far better time at home. Home, a 200 mile drive away but worth it just get away from a £1,500 mistake of a Christmas break less
Excursion57146732589, Manager at Best Western Abbots Barton Hotel, responded to this review
Thank you for your review and for the readers this our point of view with the facts as we know them.
I am very disappointed to read your review as this was not what actually happened during your stay here at Christmas. Jacqui (Saga Organiser) had informed me that you were leaving to go home due to your partner’s toothache. I understood that she had broken her tooth and she was in lot of pain so decided it was best to go home on Christmas day morning.
With regards to your room not being cleaned on Christmas Eve, you had a do not disturb sign on your door which means that my housekeeping team are not allowed to enter the room and you will not want your room cleaned. I do understand Christmas Eve, one of my Duty Manager’s and receptionists did service your room and gave you new towels. On Christmas day morning I spoke with Jacqui and she did explain the reason to you why your room was not cleaned due to the do not disturb sign and your partner apologised for the way she acted and Jacqui was told to apologise to the Duty Manager and receptionist on your behalf. Your partner explained that she was in a lot of agony with her tooth and took it out on my Duty Manager.
We ask all groups to either pre-order prior to their stay or pre-order upon arrival. Menu choices for every guest are then passed onto the kitchen, Duty Managers and also Jacqui (Saga Organiser) had a copy of the menu choices therefore if any guest did forget Jacqui or the Duty Manager was able to let the guest know what they were eating and give a gentle reminder. Therefore maybe if the guest or yourself would have asked this would have been sorted quickly for you.
With regards to the ‘rubbish dump’ we are currently undergoing a renovation and building 23 more bedrooms therefore unfortunately some of our bedrooms do back on to the building site.
Also in relation to the amount paid, whilst we cannot reveal contracted rates with SAGA, I can assure you we do not receive what you pay!
Presumably your insurance would have covered the cost as well as it was a ‘medical’ reason