Worst service we've ever experienced from a hotel
28/07/2015 Vin R, London, United Kingdom
I stayed at this hotel for two nights with my girlfriend, who was writing exams nearby. The hotel is close to the train station and town centre, and that may be the only good things about it. Rooms ar... more
I stayed at this hotel for two nights with my girlfriend, who was writing exams nearby. The hotel is close to the train station and town centre, and that may be the only good things about it. Rooms are adequate, though dated - as is the entire building. The breakfast options are sparse, and overpriced for what is on offer. While wifi is free, that is a bit of a moot point given that it was so slow as to be unusable. However, it is the service received from staff upon checking out that was the most disgraceful. On the morning of the last day of our stay, I settled the bill around 8am before leaving - but made it very clear to staff that the room will still be needed and my girlfriend will check out upon her return from the exam venue. Even though she returned around 1pm, past the 11am checkout time, the worst we could have expected is a minor late checkout fee - although many hotels would have waived that for such a minor time difference. Instead, she arrived to find that all our personal items from the room had been packed into our baggage by the cleaning staff and left at Reception! This was a total invasion of privacy, and the hotel should be ashamed for making any guest feel like they were kicked out. To make matters worse, the staff were totally unapologetic - even going so far as to say that I requested the checkout, which was blatantly untrue. While I understand that checkout times exist for a reason, even a simple courtesy call to inform us of the situation would have been appreciated. In short, this hotel appears to be totally complacent due the lack of other options around the area. The rooms, facilities and services do not live up to the Best Western brand and I shall not be returning. less
Ricardo S, Front Office Manager at BEST WESTERN Atlantic Hotel, responded to this review
Dear Vin R
With regards to the incident regarding your partners belongings and the check out.
I have spoken with the team with regards to this. When you checked out, you did say your partner was still in the room, and the receptionist did re-iterate that Check-out time was 11am. At 11.30am Reception phoned the room to see if anyone was still using it, or if your partner had left without returning the room key. There was no answer from the room, so the Head Housekeeper went to investigate. She returned to inform Reception that there were items still in the room, but no person. Reception then tried on 3 occasions between 11.30-1230 to contact you via the telephone number on the booking and registration card, but there was no answer.
The hotel was fully booked for that night. The Housekeeping team left servicing your room until 1pm – it was the last room they cleaned that day. Unfortunately as no-one returned, and we were unable to reach anyone via telephone, the Head Housekeeper and Assistant packed up your partners luggage, and brought them for storage at the Reception Desk.
When your partner returned at 1.30pm and queried where her items were, the Duty Manager who was myself on duty at the time apologised, explaining we had had to pack and bring her items down. Her luggage was brought out for her to check, again with apologies.
We consider nothing to be trivial if it displeases our guests, and we take all complaints very seriously.
Again I thank you for bringing these matters to my attention as our success depends on customer’s recommendations.