Dirty room and unhelpful, unfriendly staff
26/08/2019 381sophieb, Bath, United Kingdom
Our room was dirty and there were empty crisp packets under the bed, the room was full of moths, daddy long legs and giant spider! When we went to reception it was closed and luckily a man, who I beli... more
Our room was dirty and there were empty crisp packets under the bed, the room was full of moths, daddy long legs and giant spider! When we went to reception it was closed and luckily a man, who I believe was the duty manager, saw us as he was leaving and reluctantly came to assist. I asked for us to be moved as the room was extremely hot and for someone with an extreme phobia to spiders I wasn't confident I would get a good night's sleep. He said the hotel was booked up, and didn't know what else to suggest. My partner asked if we could at least borrow the hoover and again, reluctantly he went to get it. Of course by the time we got back to the room the spider had gone! He gave the place a good hoover as it was still dirty, and suggested that it probably hadn't been hoovered properly, if at all?! If that's the case then what else hadn't been done? I also felt he was quite sarcastic whilst I was panicking about this large arachnid.. Whilst I can appreciate he had finished his shift and wanted to get home it really wasn't helpful. I also couldn't believe the hotel wasn't manned 24 hours. What if something happens? Fire/emergency? The following morning I got up to use the shower and the head support had broken so you couldn't even use that comfortably. There was only one spoon left for the tea/coffee facilities and it was dirty. The curtains weren't even big enough to cover the windows. Only one window would open so there was no air flow. There were flies in the breakfast room, this was because the doors were open which can;t be helped but you need to consider buying some fly traps. less
GaryInstall, General Manager at Best Western Brome Grange Hotel, responded to this review
Thank you for taking time to review your recent stay with us. This feedback is very valuable to us and I am sorry that we didn’t get some things rights during your stay.
My team and I will always strive to deliver the best customer service and please be assured the issues that you experienced during this visit are not a typical guest experience, but we will always strive to improve our customer service.