Management has poor customer service skills
I stayed at this hotel very recently & the room was clean, nicely decorated & the one breakfast I did have was nice too. Reception though did not give out the correct WiFi password & twice did not an... more
I stayed at this hotel very recently & the room was clean, nicely decorated & the one breakfast I did have was nice too. Reception though did not give out the correct WiFi password & twice did not answer the telephone, but left it ringing for a long time.
However, I was ultimately misled by the BW booking site confirmation into believing I was receiving a grab ‘n’ go breakfast included in the price of my 3 day stay. Other BW hotels I have stayed in always include breakfast.
Even though I sent a copy of the booking confirmation detailing this information & the type of breakfast available at the time of booking, the manager Liz said it wasn’t a confirmation & that the hotels vary! The ambiguity of the wording used in the booking had caused the confusion. But the manager Liz would not concede or admit that the management could have used their discretion & offered me an alternative free breakfast or admit I had a valid complaint under the trade descriptions act. Even though 2 members of the reception staff on duty when I arrived & on departure, had admitted to me that the hotel had offered & since stopped the grab ‘n’ go breakfasts at this hotel & not updated their website regarding this, Liz did not check with her staff regarding the facts I stated, BEFORE replying to the issues I raised in my complaint & she had in fact actually LIED to me, stating the hotel had never offered grab ‘n’ go breakfasts! Management is lacking in customer service skills. No conflict resolution or recompense was offered by her regarding the hotel not offering me a breakfast alternative apart from me buying one. Granted another reception member refunded my one breakfast I had paid for, when she asked me how my stay was & I explained my experience.
My complaint was however, acknowledged & validated & will be actioned by a customer service manager on the main BW website as my booking information has now been forwarded to BW head office in Milan. They are far more conciliatory.
Having worked in customer service in the public sector in the NHS I know what I am talking about & if I had displayed blatant disregard for the facts in my job, I would have been disciplined.
A bit of humbleness is what is needed by management at this hotel. less
Liz St John, General Manager at Best Western Appleby Park Hotel, responded to this review
We have had several emails and each time I have been clear in my responses.
You believed a grab and go breakfast was included in your discounted room only rate and it was not.
We did offer grab and go breakfast (to guests on a pre-paid bed and breakfast rate) when we initially re-opened following lockdown.
Had your booking included breakfast, this would have been on your confirmation where it states “room only”.
I believe that the confusion began with your expectation of it being available and therefore complimentary.
My team have responded honestly and respectfully to your requests, as have I.