11/09/2018 Wunder_0011, Wales, United Kingdom
I booked this hotel for 4 nights but unfortunately I ended up leaving after 1 night. Check in was slow (despite the hotel being very quiet) and although the room was clean, it was very dated and smelt... more
I booked this hotel for 4 nights but unfortunately I ended up leaving after 1 night. Check in was slow (despite the hotel being very quiet) and although the room was clean, it was very dated and smelt musty.
I was awoken at 8am by very loud banging, drilling and sawing. The hotel, it would seem, is undergoing a much needed renovation. When I booked the hotel I was assured that renovations would be completed by July, some 2 months before my stay. That was not the case. Despite being on the 3rd floor and the opposite end to the building works, the noise was still incredibly loud.
Breakfast the next morning was served next to the pool area due to the hotel restaurant being shut for renovation. Access to the pool area involves going down to a basement tunnel, bizarrely. Whilst the idea of an al fresco breakfast sounds quite appealing, the reality was somewhat different. The ‘breakfast buffet’ consisted of a trestle table with a toaster, a few pastries and some tinned fruit. None of the food was refrigerated or covered, and the local wasp and fly population seemed to be enjoying themselves immensely. The pool area is relatively small and breakfast was therefore very crowded. There were no seats available when we arrived, and I was advised to sit on a sun lounger to wait until a table became free.
The noise of the building work when laying by the pool was pretty bad. The pool itself wasn’t hugely appealing: I saw a member of staff hop in the pool and proceed to clean the slimy tiles with cleaning fluid whilst guests were in there swimming.
The staff were difficult and unhelpful when I advised I would be checking out early, and the manager refused to meet with me. Fortunately, I booked with Booking.com who were very sympathetic and cancelled the booking immediately after I explained the issues. I left the Best Western and checked into the Grand Hotel, which was superb. less
925marketingm, CSR Manager at Best Western Congress Hotel, responded to this review
Thank You for leaving a feedback on your stay as your opinion is very important and helpful to us. We do apologize for the inconvenience caused during your stay and want to kindly inform you that we try to do our best in order to make our guests not to feel the presence of the renovation. But anyway, the information about the hotel renovation is available in all main booking channels and also, we can assure that all the renovation activities are being carried only after 9am in the morning and being stopped after 6 pm in order to bring to the minimum all possible noises. Regarding your complain want to kindly inform you that our Manager on duty offered you a free upgrade on your room type but it was not accepted by your side and after which the reservation was cut by booking.com based on your request.
In order to provide our guests the comfort of relaxing by the pool at the same time having their meal during summer season we are providing the breakfast poolside and besides having the products you mentioned in the breakfast we also have a wide variety of fresh seasonal fruits, dairy products, hot dishes and even more as with the limitation of having our main restaurant under renovation we try to provide all our guests opportunity to have outside restaurant available where besides breakfast they can even have lunch, dinner and even pizza and grilled food prepared in front of their eyes.
Together with our team we do our best to cover all the needs and expectations of our guests and want to kindly inform You that in the nearest future we will have our new renovated hotel ready with brand new restaurant, lobby, wine cellar and more and all this changes are done in order to make our guests fell the comfort of their stay and in order all the expectations of our guests are met upon the standards.
Thank You and hope to see You soon in our hotel.
Best Western Congress Hotel