Second visit and disappointed compared to first.
25/06/2019 Travel46600294775, Swansea, United Kingdom
Having received an excellent room and service last year we returned for a 3 day trip to mark a special occasion in London. Sadly the first room was more suitable for single occupancy which meant we we... more
Having received an excellent room and service last year we returned for a 3 day trip to mark a special occasion in London. Sadly the first room was more suitable for single occupancy which meant we were unable to check in and had to wait 3 hours, which as we were out for the remainder of the day meant it was 11pm when we got to our room. Although slightly larger than the first, it had no windows facing outside and no natural daylight or air. The air conditioning was so noisy we could not keep it on and the room was extremely hot. The quilt was a king size squashed into a double and far to thick for the time of year. The bathroom was clean apart from the shelves which were very dirty. The location is good for access to London and good to have a car park. less
BWChiswickLondon, General Manager at Best Western Chiswick Palace & Suites, responded to this review
Thank you very much for taking the time to leave detailed feedback.
We are sorry to hear you had an overall unsatisfactory stay on your second visit to our hotel. Our check-in time is 2pm, and whilst we endeavour to ready our rooms at the earliest opportunity in most cases we wait for our resident guests to checkout at 11am-12pm before cleaning the rooms. We do offer luggage storage and i note we did this for you upon your arrival.
Due to the historical nature of the building rooms are varied with different sizes and layout, we would have been more than happy to offer you a room move had you informed a member of staff.
We have now rectified the minor problems in the room you mentioned and can only apologise for any shortcomings. We sincerely appreciate your loyalty to the hotel and would like to invite you back and try us again, we are absolutely certain your third stay with us will be a memorable one!
Please contact us directly at email@example.com and we will ensure all arrangements are made for you.
We look forward to hearing from you soon and eagerly await the opportunity to welcome you back as a valued customer.