Upon arrival we were greeted pleasantly by who I think is the manager. She allocated us a room in the basement as the lift was not working, we had been in the room 10 minutes and received a phone call... more
Upon arrival we were greeted pleasantly by who I think is the manager. She allocated us a room in the basement as the lift was not working, we had been in the room 10 minutes and received a phone call to make sure we were happy with the room, which we were, however we did requested to be moved up to a higher floor. She allocated us a room on the third floor happily and we were very happy with this service. As we left to go out we asked the manager wether we could leave our bags in the reception the next day as we had a day out in london planned. She said this was absolutely fine, and I could even see someone else’s suitcases left there. The next day we went down to check out early at around 9am, (checkout is 11am). There was another women on the desk at this point who told us that due to Covid they were no longer allowing people to leave bags, which is fair enough, but the previous day we were told that would be fine. She advised us that the only way to leave our bags would be to pay for late checkout which was £10 an hour after 11am. I therefore asked her if she could contact the manager (who had told us the day before it was ok to leave our bags) she stated she would do so, in a VERY RUDE manner may I add, and disappeared for 20 minutes. By this point we had to go as we had a breakfast reservation which I was not about to miss because of this vile woman. We went and put the bags back in the room as checkout was not until 11am, and had to come back to collect them after breakfast. Anyway moral of the story, do not book this hotel if you don’t want to be carrying your heavy bags all around london for the day. I must add the manager was very pleasant and helpful and provided us with great service, however we were truly disappointed with the way we were treated by the other employee, if she was pleasant in telling us we couldn’t have left our bags I would have accepted it however the way she treated her customers was nowhere near acceptable, and disappearing for 20 minutes leaving us waiting in reception is just not on. less
Paula Garcia, Other at Best Western The Boltons London Kensington, responded to this review
Thank you kindly for taking the time to leave us a review.
We are deeply sorry to see that the end of your stay made the rest of it less enjoyable.
We all are trying to keep up with the new rules of the COVID-19, as it changes so often, and we appreciate your understanding in this matter.
Let me assure you that this is not the way that we provide costumer service as we are always trying to make the best for all of our guests.
I will like to apologize in name of us all if we were unable to provide you with the service that we aim to provide and that you (and all the guests) deserve.
If you would like to give us a second chance, please do contact me directly so I can offer you a discount in a second stay in order to make it right for you and make sure that you have an enjoyable stay from beginning to end.
Paula, front office manager