Lovely hotel, dreadful cooked breakfast.
23/05/2016 SwanningAround66, Brechin, United Kingdom
I like Best Western Hotels. Their atmosphere evokes staying at old country houses, without the tedium of having to spend the afternoon shooting at defenceless birds, before breaking your teeth on unre... more
I like Best Western Hotels. Their atmosphere evokes staying at old country houses, without the tedium of having to spend the afternoon shooting at defenceless birds, before breaking your teeth on unremoved pellets, when they are served up for dinner later on in your stay. The staff are usually attentive and friendly and the food is usually good.
I found a late deal for a single room here. I had been expecting a broom cupboard, but the room was a good size for a single, had obviously been recently refurbished, was very comfortable and spotlessly clean. I was welcomed by friendly staff when I arrived and soon settled in for a good night's sleep, looking forward to the rare treat of a cooked breakfast. So far, all good.
I do not function very well in the morning without that first cup of coffee when I wake up. A minor irritation I know, but there was no coffee on the hot drinks tray in the room. Not only did I not have time to call anyone, but I did not feel that the good staff of Braid Hills Hotel were ready for the sight of me in PJs at that time of the morning so, after a quick shower, I headed down for breakfast.
The reason I have not given 5 stars is that the cooked, buffet breakfast was a dreadful disappointment from start to finish. The staff were friendly and helpful. I walk with the aid of a stick and a very nice young man called Adam ran round after me, carrying things I could not manage. He brought fresh coffee, which I really should have drunk to fortify me for the toaster/incinerator experience which followed.
The toaster is one of those conveyor belt types that you put bread in at the top, go off to get your breakfast and then usually come back to find that someone else has taken your toast from the bottom and you have to start again whilst the rest of your meal goes cold. Not so this time, as the settings on the toaster were such that my bread was metamorphised into 2 smouldering lumps of charcoal. Lack of coffee, combined with my shock at the state of the buffet started to take its toll. Young Adam manfully stepped up to make me some more toast whilst I went to sit down.
There are a few items like kippers that you can order direct from the kitchen. I ordered fried eggs from the kitchen and they were ok. Other than that, the hot food was in steam heated containers from which you could help yourself. The bacon was piled so high that the lid would not fit on the container. It was flaccid and bland and horrible. It tasted steamed and was barely luke warm. The scrambled eggs looked revolting, they had a greeny greyish tinge and were solidified lumps sitting in watery fluid. The mushrooms were cold. Wet on the outside and raw in the middle. I am not sure if they were supposed to be steamed or boiled, but they were neither, and tasted horrible. The tomatoes were cooked on the outside, raw in the middle and tasteless. It was a massive disappointment.
I had to dash to a meeting, or I would have taken this up with the hotel. I feel that it let them down terribly. Judging by the different nationalities at the breakfast tables, there are people in more than a few parts of the world that think that a full Scottish breakfast is a foul and flaccid thing. Most of them had cereal.
You may think that this is a lot of fuss about a breakfast, but to me breakfast is as important as bed. I had a very good deal, but had I had to pay the £14.95 that the breakfast was advertised at, I would have demanded a refund. The quality of the food could be improved a thousand fold if it were cooked on demand. This would be more labour intensive, but would save a lot of wasted food and make for a lot of happier customers who would want to return. Even with the deal, I don't think I would go back, as I would prefer to stay somewhere where the breakfast is good. less
BraidHillsGM, General Manager at BEST WESTERN Braid Hills Hotel, responded to this review
Thank you for taking the time to leave a review following your recent stay at our hotel.
Firstly, I am pleased to note that you found the room to be very comfortable and spotlessly clean, I can confirm that the room that you stayed in has been recently refurbished as part of our 71 bedroom rolling refurbishment schedule. I am also pleased to hear that you were welcomed by friendly staff.
I am very sorry to hear that there was no caffeinated coffee in your room. The tea/coffee making facilities are replenished daily and should you require more this can be delivered to your room.
I am disappointed to hear that you felt your breakfast did not meet your expectations. We take pride in providing food to our customers that is both cooked freshly and sourced locally. I can fully appreciate a full cooked is not to everyone’s taste so we also provide an extensive continental selection in addition to healthy hot items cooked to order.
The toaster is indeed a ‘conveyor belt’ style, and is adjustable. Presumably, before yourself, a guest must have made an adjustment as checking this setting is part of our breakfast team morning check-list.
I am delighted to hear that Adam helped you with your breakfast; he is indeed a valuable asset to this hotel and it is always refreshing to hear that a member of staff has excelled in providing good customer service.
I do hope that you will return to the hotel and of course our team is happy to provide a full plated breakfast, cooked to order if this would be more preferable to you.