Small hotel with great location
12/03/2018 craig_traveler, San Francisco,CA
This is a small, cozy hotel right around the corner from Earl's Court Tube station so close to restaurants, shops, stores, and a few pubs. Room (#109) was good size4 double (for London) with most mod... more
This is a small, cozy hotel right around the corner from Earl's Court Tube station so close to restaurants, shops, stores, and a few pubs. Room (#109) was good size4 double (for London) with most modern conveniences except for an in-room fridge.
Because I was staying for 7 nights I was considered a "long term" stay and was provided with a letter at check-in with what upgraded amenities would be provided. Unfortunately, I didn't see any of them. No turn down service, no complimentary water in room, no snacks provided in room, etc. Oh well. No big deal to me, but more discerning guests may have had a problem. Other downsides during my stay: property-wide fire alarm went off on three separate occasions causing some concern amongst guests. One day there was no hot water in the evening, and on another day the bathroom fan system stopped working altogether. The positives: as mentioned the location is great, wifi is fast and free, staff very friendly, and the TV in my room was huge. Would stay again if I got a good deal. less
BWTheBoltonsLondon, Front Office Manager at Best Western The Boltons, responded to this review
Thank you for sharing your experience with us on Tripadvisor. It is very valuable tool for us to learn where we could improve our hotel and service. We review our feedback on a daily basis.
First of all I would like to apologise for the inconvenience caused and misunderstanding about "long term" guest status. As a long stay guest you are our VIP guest and we do provide upgraded amenities. I will pass this information to our Housekeeping department as well as to see what actually happened. But also I would like to clarify that turn down service is provided only on request and snacks and water is provided only on the first day as welcome gift. If you do not receive such things in your room, please do not hesitate to let our reception team know as we can solve the issue immediately. I have also noted your comment about the fire alarm ringing in the building. I am happy to know that protecting guests from major incident we can catch the problem before anything bad would happen. I do understand it can be concerning or misleading at times, but front office team is aware of the situation and as we can not inform all the rooms at the same time, front office team is happy to answer all questions about it. I have seen your comments about the maintenance issues as well, and I will make sure to pass this message to the correct person so it would be sorted as soon as possible, to avoid discomfort for the future guests who will be staying in that room.
Once again thank you for your honest feedback. If you will decide to come back and stay with us again, please do not hesitate to contact us directly as we can always offer you a better price.
Front Office Manager
BEST WESTERN The Boltons
19-21 Penywern Road
London SW5 9TT