DISGUSTING-DO NOT STAY
We were staying here before my father's funeral. I say staying lightly. We arrived from Scotland, weren't asked or told anything about Covid regulations. We were given our room keys, we couldn't find ... more
We were staying here before my father's funeral. I say staying lightly. We arrived from Scotland, weren't asked or told anything about Covid regulations. We were given our room keys, we couldn't find one of the rooms and when we went to reception they didn't know where room 7 was either, not a good start. As soon as I entered my room the smell of stale damp hit me. The room was disgusting, it looked like it hadn't been cleaned in months, small beasties cruelling about. The toilet seat was crispy!!!!!!! We checked out straight away. Don't use this hotel it's vile!!! Less than 1 star. less
Lynne Broadrick, General Manager at Best Western Brome Grange Hotel, responded to this review
Good Afternoon Mrs Minto,
I am so sorry to hear that your experience with our hotel has not met your expectations, and that we were not able to talk when I called you yesterday. Customer satisfaction is our top priority, and I am truly sorry that was not demonstrated to you.
Thank you for bringing your issues to our attention, as this would enable us to be more vigilant towards such aspects going forward. Although our safety protocols are in place and are being strictly adhered to by our team, we will investigate this matter and discuss with our staff to ensure that this does not repeat.
We want all our essential/keyworkers and other essential guests to feel comfortable during their stay with us, and their safety and our staff safety is of our utmost concern during these times. We work relentlessly to ensure we follow all government guidelines to the T, and I can assure you that with any kind of outbreak our policy and actions are to have an immediate complete replacement of staff and for total and immediate quarantine of replaced staff. There is absolutely, no truth in the matter that any member of staff would be forced to work at any point or time. Our hotel has regular cleaning and deep cleaning procedures in place and again they are followed to the letter.
We have and use daily, test and trace applications and all our guests are required to use this upon entry into the hotel, along with a health questionnaire that is completed by all guests. We also have the QR codes displayed on the entry door, again on the reception desk, and in corridors throughout the hotel. Our staff follow all required wearing of PPE and we have sanitizer stations in reception and throughout the hotel. I can also assure you that guests are informed of any outbreaks per government guidelines.
Our housekeeping team is generally very attentive to guests’ needs and we prepare the room thoroughly for upcoming guests. This is very unlike us. Had we known of this, we would have gladly taken care of this right away and would have been very willing to move you to another room of your choice, Nevertheless, we will communicate your feedback to our housekeeping team.
I hope this will assure you that we are taking this virus and the safety of everyone extremely seriously, we are sorry if our service left something to be desired. I would personally like to invite you back to stay in one of our superior rooms, complimentary. I hope you will give us another chance to return in the future, please call me directly on 01379 870456 anytime if you have any questions or concerns