Experience the heat of a Steel Furnace, in your room! But no points for Loyalty I'm Afraid.
Unfortunately for this hotel, I am on a mission to highlight any establishment advertising under the 'Best Western' brand, that does not fulfil its commitment to its loyal guests.
Best Western changed all their rewards scheme back in January and rather than offering loyal guests any discounts or free papers, etc. They have lauded the new 'Free Welcome Gift' and recognition as a 'Loyal Member' of their scheme.
I have spent many nights since January in many different 'Best Western' hotels and have NEVER received the lauded 'Welcome Gift', and as on this occasion was not even recognised as a member, at many places.
Upon arrival I handed over my rewards card, (I am a Diamond Select' member, the highest level you can achieve, based upon your loyalty). The young lady took the card, wrote the number down and then handed it back:
No Welcome as a member!
No Welcome Gift!
No Offer of a Room Upgrade!
It should be made clear that I only chose this hotel because it is part The Best Western Group.
Apart from the issues with the Rewards scheme, the reception experience was pretty anyway:
The lady did not ask if I had stayed at the hotel before, when I asked for directions to the lifts, I was told , "Just There' and a finger was pointed around the corner from reception.
I was not asked if I wanted a wake up call or newspaper, and when I asked for a morning paper, the paper was not delivered to my room, but left without any guest or room identification, amongst all the other free papers in the restaurant, available for other guests to browse through before I arrived to claim it. Unless of course, when I complained that my paper had not been delivered, the receptionist simply handed me the one from the pile of free newspapers in the restaurant!
The main issue with this Hotel, is that it is an old hotel, with old fashioned heating and radiators and it has no fans or air conditioning in the rooms, making it unbearable to sleep, sit or even stay in the room for long periods.
The only other complaint, which I understand is not really the hotels fault, but should be mentioned, as advice for other guests), is that the place is plagued by seagulls, I should imagine that there is less noise and fewer seagulls, on the local landfill site! Along with the heat, they kept me awake all night and were a constant annoyance.
I should state that the staff in the restaurant for breakfast, were very friendly and welcoming and were a credit to the hotel, perhaps they should give some advice on 'Customer Service' and offering a welcome, to the members of staff manning reception. less
Hotel M, Public Relations Manager at BEST WESTERN Grand Hotel, responded to this review
We are very sorry that you didn't feel your experience at the Best Western Grand Hotel met your expectations. We have checked our records and we were fully booked on the night of your arrival, therefore unfortunately we were unable to offer you the free room upgrade as we would normally have done. Where we are aware that a guest is a member prior to their arrival to the hotel we do offer a welcome gift which is placed in the guest's room before they arrive.
Again we are sorry for the issues you experienced during your stay with us, all guest feedback is welcomed and helps us to improve the service we provide in the future.