When arriving to check in there was a queue of people waiting at reception, bell rang several times and still no-one came!!!! We stood there for 10 minutes before anyone arrived. The receptionist did not seem very confident and I have to say I had experienced this earlier in the week when I had rung to ask a question. Eventually got our room key, room was fine, also had friends staying there, I have to say that there was a massive difference in our rooms, theirs was 3 times the size of ours! yet we booked the same room type! Our room was clean and comfortable. Went down to the bar to have a drink and food, had to wait for receptionist to finish booking in and then came and served at the bar. He openly admitted he was not very confident, he did not usually work behind the bar, he eventually took our order, had to point to some of the drinks as he did not know. At this point he disappeared as there were people waiting at reception again. Then got most of drinks with the exception of a cup of tea which came from the kitchen, went to drink it and it was almost cold. Asked if we could order food, they said they would need to ask chef if he could do cooked food???? By this point we really wondered what we had come to. Food when it came was actually very good which was a relief. We asked to put the food bill on our room. Around this time there was a staff change over, one of the managers came over to clear our table and to ask us to settle the bill. The paperwork had not been fully completed/finished by the member of staff, so in effect we were asked to pay twice. As soon as we explained what had happened Charlotte immediately corrected everything and apologised for what had happened that afternoon. Charlotte was really helpful, it was my husbands birthday the following day, Charlotte decorated the table for us and put banners up, she really went out of her way to make our stay a positive experience. First class service from Charlotte, she turned round a bad visit into a good one! She most certainly deserves some recognition for her hard work. Thank you less
Andrew B, Manager at BEST WESTERN Welwyn Garden City Homestead Court Hotel, responded to this review
Thank you for taking the time in responding on tripadvisor
my first apologise for the delay in your check-in.
With regards to your room we have 3 styles of room a standard room and studio and executive rooms at a small supplementary charge.
I note that you had an early meal with us in the bar on Saturday a member of staff checked with the kitchen as we normally open the food from 6 until 9:15 PM
the chef was working preparing for a function that evening and was delighted to provide food for you on this occasion.
I'm glad that you enjoyed the meal but I'm sorry that there was confusion when settling the bill but I'm pleased that Charlotte was able to sort it out and arrange for the opportunity of decorating your breakfast table and putting banners up for your husband's birthday the next day.
I hope that we are able to welcome you back to the hotel again in the future.