Never stay at this crumby dump
12/05/2017 PaulCraven01, Looe, United Kingdom
A rating of "Terrible" is putting it mildly. On arrival, even though I had paid in advance for our room, I was told that there was no record of my booking and that no rooms were available. We eventual... more
A rating of "Terrible" is putting it mildly. On arrival, even though I had paid in advance for our room, I was told that there was no record of my booking and that no rooms were available. We eventually negotiated a room but we were woken at 7.45am by the noise of maintenance work which continued for 2 whole days; in fact on both nights this went on until after 11.30pm.
I left for a business meeting in the morning only to be called by my partner who informed me that a builder had been leering at her through the window of our room; when she reported this to the hotel receptionist she was met with a shrug and a chuckle, the response being "well what do you expect, maintenance!". Only when complaining directly to Best Western head office was anything done about this; work stopped, the builder miraculously vanished and a new room was allocated. The noise level in the new room was also intolerable.
The hotel website showed imagery of a large pool and outside bar area. This attracted us to this hotel. On arrival we realised that this bar/pool area has not even been built!
Each time we left the hotel, on our return we found that our keycard did not allow reentry to our room.
The phones did not work once throughout our stay.
The lounge area was closed during the whole of our stay.
The "24hour bar" was closed when we asked for a bottle of wine one evening at 9.55pm.
I requested a taxi and was told it would take 45 minutes to check availability; I called a taxi directly and it arrived within 15 minutes.
On our final night no toilet paper was provided in our room and no one was manning the reception desk.
When we finally checked out, there was an eight year old boy sitting behind the reception desk.
I have now stayed at three different Best Western hotels, one in the U.S., one in the U.K. and this one in France; I have yet to have a positive experience with this chain and will not be using them again. I urge you to do the same. less
yves r, General Manager at Best Western Clos Syrah, responded to this review
On behalf of our entire team, I would like to apologize for not exceeding your expectations. Your satisfaction is important to us and we will be using the feedback you gave us to implement improvements to ensure we offer a better experience for guests in the future.
Our hotel is currently in the process of being renovated in order to offer our guests superior quality services. We try to do our most so that customers do not suffer too much inconvenience. The work does not begin until 9:00 am and finish no later than 5:00 pm. And we try to make the noise mimimun.
We put a message on the various booking sites, our website and our social media to warn our customers that work is in progress and that inconveniences can take place.
You have stayed in our hotel for 5 nights during which we would have been delighted to bring you another solution to your inconvenience (displacement in another hotel for example) but you did not make any remarks with the reception staff who Tried to do everything to make your stay happen at best but you refused them. You placed your hand in front of your mouth and declared that you no longer wanted to speak to the reception team when they only wanted your stay to be as good as possible.
We are sorry if our reception team did not live up to your expectations, however, we offered you another room as soon as possible in a higher category. We want to assure you that the well-being of our guests is important for the all of our team. And no one in our team would allow such disrespect to our guests. We are sorry if your feelings about the front desk person were negative but all the reception team tried to find a solution so you could have a pleasant stay in our hotel.
The hotel manager offer you the restaurant and two glasses of champagne.
Our park and our swimming pool are undergoing renovations and we put a message on our websites to warn our customers. We are aware that the view on the websites currently does not reflect our hotel but we do our utmost to advise guests at the time of booking and are sorry if you have not seen it.
From our hotel you can get to the city center from a bus. Our team would be delighted to be able to tell you the sites to visit and the different methods of access.
Indeed, due to a technical problem during our work, the telephone lines were cut and we are working now to solve this problem.
our bar is open 24 hours a day, and there is always a staff member available to serve you. Indeed, a bottle of wine was served to you by the latter at night. A member of the service or reception staff is always present to serve you even at 21:55.
We contact a taxi company as soon as a customer asks us and we try to find a taxi as soon as possible.
In the rooms, the toilet paper dispenser comprises two rollers. When the first one is finished, the second one goes down automatically and we recharge the various equipment of the room every day. If no rolls were present, our maids or receptionists would automatically have brought them to you as soon as possible.
We were somewhat surprised. Indeed, you are talking about an eight year old child behind the reception at check-out ... no children were present at our hotel and it was our reception manager who made the check-out (a young woman close to thirties ...)
We take note of the various remarks made by our customers, whether it concerns equipment, service or even staff. But we pay special attention to the well-being of our clientele and we have never disrespected them. We try by all means to propose to our guests solutions quickly (change of room, explanation of our services, service of the bar ...). And we are sorry if your stay did not live up to your expectations but we tried everything to be able to propose you a pleasant stay. And we had a negative feedback from you, not once but three times.
I hope that you will consider staying with us again so that we can have another chance to provide you with a superior experience.