You never get a second chance to make a first impression.
10/07/2019 Grant S, King's Lynn, United Kingdom
The first thing we noticed as we drove into the hotel car park was the potholes. Due to an event, we had to park in the rear car park. They have outbuildings that house paying guests & then we noticed... more
The first thing we noticed as we drove into the hotel car park was the potholes. Due to an event, we had to park in the rear car park. They have outbuildings that house paying guests & then we noticed the poor standard of windows, visible movement cracks on the exterior walls & fencing that looked like it hadn't been finished & the workmen had gone AWOL.
When we got to our room with an ensuite it had four resident spiders & cobwebs galore in the light fitting. The general standard of fittings was poor & the place felt neglected. The sink in the ensuite had a large crack going from the top of the support to the bottom. A waste pipe behind the wardrobe hadn't been fitted properly & there were unfilled holes. The room also had a visible fuse box on the wall.
There was a cupboard in the ensuite which was unsecured & this led into attic space which was being used for storage. We couldn't believe that it wasn't locked and had to check it was empty before the lights went out.
The bed was medieval sized, had stained pillow cases & one of us had a crinked neck for three days after the visit.
We managed to rid the room of flies and moths before we went to sleep but because of a visible gap between the base of the door & the door frame, a fly entered the room during the night from the hallway to disturb our sleep.
Breakfast was buffet style & there were flies everywhere. You had to waft them off the food you were just about to eat, disgusting! Initially, there was no bread for toast, no glasses for fruit juice, no butter on the tables & we were not offered tea of coffee
There is a phrase that states "No expense spared," this hotel was a case of "No expense at all." This is probably the worst place we have ever booked & would never return.
Shame on you Best Western, not good enough. 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.