Not a good experience
31/05/2019 lesarchers2016, Bristol, United Kingdom
Not the best experience. Arrived on a rainy evening, nowhere to park as Rotary Club night. Parked in the overflow car park, walked with bags to reception, not offered a room upgrade even though bein... more
Not the best experience. Arrived on a rainy evening, nowhere to park as Rotary Club night. Parked in the overflow car park, walked with bags to reception, not offered a room upgrade even though being a Diamond Elite for Life Member and not being full.
Told that our room was in the Annex, so another walk in the rain with bags, (yes, we were told there was parking there, but unfortunately no access as a member of the Rotary Club had decided to park across the entrance.)
The room was a good size to be fair, but very tired, the mattress had collapsed on one side so you fell out of bed! The bathroom was set up for disabled people, we are not, so, we were taking this from somebody who may of needed it (we did you a favour if you did, it is not pleasant). The room was not very clean, the ceiling and walls have been poorly repaired at some point, the flush didn’t always work correctly, the hot water ran out one morning.
The food was good, especially breakfast, but the service in the evening was very poor. We finished our main course, waited for approximately 20 minutes for someone to clear the plates and take a desert order, no one came, so we walked out.
On departure I told the receptionist of our displeasure, I was told the manager was not in, but would be later, and they would ask them to call and discuss. We are still waiting. less
HtrappGM, General Manager at Best Western Higher Trapp Country House Hotel, responded to this review
Thank you for taking time to provide feedback following your visit to the Higher Trapp Hotel.
I am disappointed to hear that we fell below your expectations on this occasion, Please be assured that this is not our usual standard.
Following on from our telephone conversation, I can confirm all points have been raised with the relevant departments and improvements will be made.
Its great to hear that you enjoyed the food, I shall be sure to pass on your comments to our kitchen team. We strive to provide delicious dishes to all our customers.
I do hope you choose to visit us again in the future