Faulty Towers eat your heart out!
18/08/2015 Tim N, Ambleside, United Kingdom
Upon arrival in this hotel, we checked in and went in search of the room. Having negotiated the maze of corridors and passage ways, pushing past the tools, ladders and detritus of workmen renovating t... more
Upon arrival in this hotel, we checked in and went in search of the room. Having negotiated the maze of corridors and passage ways, pushing past the tools, ladders and detritus of workmen renovating the hotel, i was somewhat dismayed to find a 1970s family room with crayon on the walls from previous guests. We had not been made aware of the hotel renovations either at point of booking or on the build up to the break. At the time of arrival too, Lancashire was suffering from a 'crypto-speridium' water bug which we assumed was affecting the hotel - but similarly we were not made aware of this at check-in. I had arrived prior to the 1400hrs check-in and was helpfully told that my family may use the room to change, provided we were content that it would be 'made-up' later in the day - in order to facilitate a family trip to the theatre. Whilst grateful for this opportunity, i was not happy with the standard of the room and its proximity to the renovation works ongoing in the hotel. Brokering my disappointment with the check-in staff, i was shown an alternative which was equally poor in decor and no better off in location (I might add that the check-in staff were excellent in dealing with this situation throughout!). Ordinarily i would have checked out immediately, but owing to theatre bookings and no obvious alternate availability in the area, I was compelled to stay put. We proceeded to our theatre appointment that afternoon, returning at 2200hrs in the evening. Upon our return, we discovered that the door to our room was ajar (having been locked and checked by us earlier). We checked the room, fortunately no losses had been sustained. The following morning started with drilling from the workmen which prompted us to rise and shower - but alas no shower gel in the bathroom and only enough towels for two of us! This was reported to the front of house staff en route to breakfast - who reassured us that there was no policy of the housekeepers locking the 'doors open' when they were servicing the room. Unfortunately, we had walked past several doors on a corridor in the hotel which was being serviced where this was indeed the case. This fact was duly reported. Breakfast was adequate, albeit somewhat marred by the restaurant front of house manager, constantly 'sniffing', whilst serving - presumably due to his lack of a handkerchief! A brief chat with the duty manager aired my concerns and she promptly vowed to replace the shower gel, noted the complaint about the restaurant staff and promised to look at my hotel rate given the standard of the hotel due to renovations. Another show and another late return was met with a barking labrador in an adjacent room. One average breakfast and a reduced bill later, we checked out having had the final leg of our summer break well and truly ruined. less
VictoriaC72, Owner at BEST WESTERN Glendower Hotel, responded to this review
I am very sorry that you feel that your summer break had been ruined by the endeavours of the hotel. I and the team take your comments on board and it was myself that you spoke to at the hotel. I felt I had done all I could to make your stay a pleasurable one and I am saddened to hear this was not the case.