02/02/2016 Clairew1305, Nottinghamshire
I arrived at the hotel just after 9pm so after 3 hours driving just wanted to get comfy in my room. 4 times I had to return to reception as the room key wouldn't work. On the 4th attempt a member of s... more
I arrived at the hotel just after 9pm so after 3 hours driving just wanted to get comfy in my room. 4 times I had to return to reception as the room key wouldn't work. On the 4th attempt a member of staff accompanied me to help get in to my room. Whilst going down to reception numerous times I was surprised to see young men doing hands stands in reception and the staff just stood watching for amusement. How unprofessional.
I was going to order room service when I got in to my room but it would be helpful if you advised how you can call reception other than call the main number.
Bizarre...no room service direct dial on anything in the room or on the phone. I didn't bother in the end as couldn't be bothered to go down to reception for a 5th time.
Breakfast was dreadful. I stood and waited to be seated whilst the waiter stood talking to workmen in the hotel....he could see I was waiting . Breakfast was cold and unappealing. I appreciate you are refurbishing but that isn't an excuse for the quality of food being served.
What actually shocked me most about this stay was that whilst at breakfast a guest was complaining to the waiter about having several nights of being woken up in her room. Her son was disabled so they were in a ground floor room she proceeded to tell the waiter about how early morning tradesman were waking them up. As soon as the guest walked off the two waiters laughed and joked about her. Awful just plain awful.
Train you staff properly and employee people who are genuinely wanting to work in the hospitality trade.
Certainly won't be returning. less
Gareth S, General Manager at BEST WESTERN Brook Hotel Norwich, responded to this review
Thank you for your recent review of our hotel. I am sorry to hear about the problems you experienced with the door, I will of course speak to our maintenance manager about this so he can look into the problem. I have also passed your feedback onto our head chef so he can look into breakfast. With regards to work man in the hotel waking guests up, this is completely false as the workmen are not starting on the refurbishment until after breakfast, which would of been after the lady complained they had woken her, we are aware of this guest & although I agree with you that the staff should not be talking about her behind her back, she has been challenging during her stay, even swearing at my staff, so before you slate them you need the full story which you do not have!