This is one Hotel to avoid!
09/07/2016 Jackinski, Lancashire, United Kingdom
I am well aware that having looked at other reviews the MD is very defensive in the responses given where there is honest but negative feedback. I booked this through Expedia and paid £120 per night ... more
I am well aware that having looked at other reviews the MD is very defensive in the responses given where there is honest but negative feedback. I booked this through Expedia and paid £120 per night without breakfast. We were given a room (photographs attached) which was substandard and certainly not what I would expect at £120 per night or even a three star hotel. I stay in many hotels through work and leisure and this, without doubt was the worse ever. Please let me clear, I am not critical of any staff as they were very nice people. I will make one exception, the duty manager. I attended reception within minutes of entering our room. We were given a family room (there were only two of us) and the view was terrible. I spoke to a receptionist who went to get the manager. I was told that that was what I had booked and therefore there was nothing which could be done. I was also told that I had paid more for a family room, which I clearly did not want. I suggested to the manager that we could do a deal on breakfast to be told 'how does that benefit the hotel' I could not believe I was hearing such a flippant , unprofessional response. This spoke volumes of their commitment to customer service and so, I decided to leave it there! I then cancelled plans to eat at the hotel that night and did not use any of their facilities. Very short sighted and clearly their loss financially! I have attached photographs of the view and the bathroom which was a disgrace. The ceiling paper secured with drawing pins and the shower outdated and of no practical use whatsoever. The mixer taps were useless and the water flow a trickle. All in all, one of the worst hotel experiences we have ever had. less
BWHB, Managing Director at BEST WESTERN Hotel Bristol, responded to this review
I am sorry that you did not enjoy your stay with us. You booked a standard family room online and that was the room type we allocated. On arrival you requested a double room as you did not want the family room and at no time did you mention that the room was as you described in your review. My colleague politely informed you that we had no double rooms available. At that point you said we should give you free breakfast because we had no double rooms. Your description of my colleague is the complete opposite of comments posted on this site and others. She always goes the extra mile to help our guests. I called and left a message on your mobile asking you to contact me but over 24 hours later I have had no reply. I would have explained to you that had you informed us of the problems you described in your review we would have made every effort to find a solution.