Customer service out of the top drawer
08/07/2018 Penny S, Manchester, United Kingdom
Well don't ask me how I managed to do it, but I ended up booking this hotel via Hotels.com for completely the wrong night! Hotels.com were useless, and insisted they couldn't make contact with the ho... more
Well don't ask me how I managed to do it, but I ended up booking this hotel via Hotels.com for completely the wrong night! Hotels.com were useless, and insisted they couldn't make contact with the hotel to rectify my error, so I phoned the hotel directly. Not only was it possible to change my non-refundable booking to the correct night, but I actually ended up with a free upgrade to a lovely room in the main part of the hotel. Lucky me! The room was a good size with lots of extra goodies,like towelling robes and slippers. The only criticism was that the lack of lighting made reading and make-up putting-on tricky. We were also woken early on Sunday morning by the petulant howling of a toddler in the next room, so a spot more sound-proofing wouldn't go amiss! We will definitely be back! less
Nathan C, General Manager at Best Western Chilworth Manor Hotel, responded to this review
Dear Penny S
Thank you for reviewing your recent stay with us and for your glowing account of the way in which the team helped with your request. I'm delighted that we were able to change your reservation and that you were happy with the room offered.
Sorry to see that you were disturbed in the morning by noise from an adjoining room, we hope this won't deter you from returning. Do please call our reservations team directly to arrange your next stay, we look forward to welcoming you back.
Nathan Chart - General Manager