Poor staff-client relation
25/08/2018 Sergiu77, Sibiu, Romania
We make the reservation directly through their site. One of the reason for choosing this hotel was the airport shuttle service they provide. I booked a room for 4 nights with a baby crib. 2 hours prio... more
We make the reservation directly through their site. One of the reason for choosing this hotel was the airport shuttle service they provide. I booked a room for 4 nights with a baby crib. 2 hours prior to our departure, they sent me an email, telling me that the airport shuttle is cancelled. I had to make a different arrangement for that. We arrived in the evening at 9.30 pm. We were given the room 401. When I go up, no baby crib in the room. The receptionist told me that there was a problem and we won't get one till next morning. He offered us a free breakfast in the morning, although the booking included it. Next morning, we were phone woken by another receptionist, who told us that we now have the baby crib but we have to change the room. The breakfast was good, international, there was there such a nice and calm lady. One day before our departure, I asked the hotel for the airport transfer to Beauvais. I was told that it is arranged for 5.30 pm next day. At 5.30 pm, no car obviously. The lady in the front desk called the driver who told that he will be 30 minutes late. So, we had to take a taxi in order to arrive in time to the airport. I really don't know and understand how is it possible to have no obligation for the hotel in this situation. They just told me it can't be done. Simple. It is a much fair attitude to not include airport transfer in this situation. Beside that, the hotel is nice, very close to Madeleine, clean. less
, Responsable relations clients at Best Western Hotel Folkestone Opera, responded to this review
Dear Guest ,
We deeply apology that you couldn't enjoy your crib at your arrival .To make things better on the next day of your arrival we suggested you to change to a bigger room so you can enjoy the room space with a baby crib in it .
concerning the shuttle even it is independant of our will ,we apology about the fact he was late , we try to manage another solution as quick as possible and hopefully you could get your flight on time .
We really try to make the best for your stay and unfortunately you get trough few problems that dissapointed you and for that we are deeply apology .
Afterall we hope have the pleasure to welcome you for another stay and will do our best to make you forget all those bad impression you had on your fist stay .