11/02/2016 Donnyuno, Dunfermline, United Kingdom
Met with indifference at reception when checking in, no eye contact and a confusing and rushed description of where the lift was. Got to the room, dumped bag, opened the bathroom door, urine all over ... more
Met with indifference at reception when checking in, no eye contact and a confusing and rushed description of where the lift was. Got to the room, dumped bag, opened the bathroom door, urine all over the floor, with urine stains on the shower curtain, side of the bath and towel.
Complained, no apology from the professionally indifferent girl at reception, only the robotic offering of another room. As no apology I asked for the manager. I got what I found out was the duty manager who I spoke to as all the other staff, mostly scruffy which says it all, stood around and listened before I asked her to see the room and my issue. This was after being told they had no food service for 20-30 minutes as they had one chef on........and they were busy......imagine that. DM recommended the pub opposite for food....why don't you go to the competition style....nice.
They changed my room to a musky one on the 3rd floor. The room was dated, poorly lit, probably nice..in 1990. What got me was the staffs (DM / indifferent Reception girl) attitude when changing my room....poor and unbothered. As I was with their attitude.
A classic case of a hotel brand with a decent reputation being let down being run badly with poor service, standards & staff that have signed up for a career in the service industry ironically.....& they never said sorry once throughout this whole episode.
Henri L, General Manager at BEST WESTERN Barons Court Hotel, responded to this review
Thank you for having taking the time to write a review regarding the experience you have at the hotel recently.
I would like to apologies regarding the service you had at the reception which it is not the standard we are offering. I talked to the receptionist on that and review with her the training she received.
Regarding the water in the bathroom, it was coming from a radiator leak from the room upstair. It was easy to see as the water was dreeping from the ceiling through the extract fan.
Once again, I apologies for this, but it was nothing to do with what you describe or left over from the housekeeper.