We decided to stay at this hotel as we had stayed a over a year ago and it was convenient location to where we needed to be in Sevenoaks.
On this occasion, I was completely let down.
Upon arrival, there was no one on the reception. Despite pressing the buzzer several times, no one arrived to check us in. So off I went to try to find someone. I found where the kitchen area was and called for some attention. which was still not forthcoming. When someone did appear from the kitchen, I told him about the lack of service at the desk, there was no apology but was told someone would be there soon.
When I arrived back to the reception area, someone had finally arrived, but this was only after one of my friends had actually phoned the hotel to get some attention.
We went to our room, which, like my last post concerning this hotel was extremely dated and looked like it belonged to the 1980's. But the double bed, albeit small, was comfortable and warm.
The shower was good but again, shower curtains should not be used in hotel bathroom and the bathroom itself was cold as there was no heater in there.
After we arrived back later after the party that I had attended at a friends house down the road, there was a party going on in a function room upstairs. It had already gone 1am and the music was still incredibly loud with the bass reverberating into our bedroom below. I went out to the reception to inquire what time it was meant to finish. I was told by a rather un-interested receptionist that it should have been over by midnight. I mentioned that it was now 1am and that it was stopping me from sleeping to which he shrugged his shoulders. The party went on until at least 2am. We were not told about this party at the time of booking, nor was it mentioned to us when we checked in.
The next morning, we went for breakfast, there was nothing on the buffet table except some limp looking cheese and we were served by a young lady who went by the name 'trainee'. I ordered some tea and my partner ordered coffee. This arrived a few minutes later, but she failed to bring any milk. There was also no white sugar available, when I asked for white sugar, I was told that they didn't have any as they were closing for their refurbishment. We both then had a bowl of cereal then ordered a cooked breakfast, to then be told that there were no hash browns (again because they were closing). Once the breakfast arrived, there was 1 measly piece of bacon, a sausage that is really not suitable for breakfast (a spicy pork sausage, which was also very dry), lukewarm baked beans (in separate dish). The only good point was that my poached eggs were cooked really well. There was also no bread left on the buffet tables for me to make toast. And for this rather terrible attempt at breakfast, they charge £12.95 each (if you've not included it with your room).
I understand that they were closing for a refurbishment, however, you are still open and should have everything available for your guests and also provide good value for money breakfast. I can get far better breakfasts from a good cafe for half the price charged here and I would have had a damn sight more on my plate.
I hope that during the time this place is closed, they take a look at their training and customer service levels. I have worked in customer service myself for years and it is so easy to get right, yet this place did not on this occasion and I question whether I will stay here again. less