26/08/2015 lynn d, London, United Kingdom
We had 12 rooms booked on the 14/08/2015 for one night as we were going to my brother in laws wedding .My family arrived at this hotel about 11.45 knowing only a couple of rooms would be ready as the... more
We had 12 rooms booked on the 14/08/2015 for one night as we were going to my brother in laws wedding .My family arrived at this hotel about 11.45 knowing only a couple of rooms would be ready as they had a big party the night before.We were told by the manager that they may be ready about 12.30.as we had to get ready.A minibus was picking us up at 13.00 for the wedding no rooms were ready just one that 4 couples had to share.So all our cases was all left in that one room.The manager was so unhelpfull.So we couldnt check in till after the wedding which was 1.00 in the morning all of us absolute joke.Then had the cheek while we were out to put letters under our doors saying no discount.baring in mind we paid 130.00 per room so check in early hours and had to be out by 11.00.JOKE.i understand they are making it very modern lots of work going on but it was just the managers attitude about the whole situation & wasnt even there to check us out the next morning because he knew we were all fuming.lovely hotel but the manager i think Ronnie was hes name needs people skills and manners. less
donningtonmanor, General Manager at BEST WESTERN Donnington Manor Hotel, responded to this review
I am first and foremost sorry for the way you feel because as you are aware the reason why I met you personally was to apologise and inform you that we would do our utmost to get the rooms ready. I am sure you appreciate that unless you book and pay for the room the night before most hotels do not allow you to check in before 2 pm.
I still managed to get 8 rooms ready before 12.30 but sadly could not manage the rest. The reason why I put a note to all members of your party was to once again apologise though you must appreciate it was not the fault of the hotel .
On a positive note thank you for the positive notes with regards to the bedrooms.