Poor cleanliness and rude senior staff. Receptionists were very nice and understanding though
01/06/2019 amac0301, Glasgow, United Kingdom
The room we initially were given was a twin instead of a queen and the carpets were brown with dust when they were meant to be blue...this was after the room had been supposedly clean. When we went to... more
The room we initially were given was a twin instead of a queen and the carpets were brown with dust when they were meant to be blue...this was after the room had been supposedly clean. When we went to tell the front desk, the senior staff said 'all the carpets are like that, we've told the manager many times' in an angry manner (must have been having a bad day) however the receptionist was being very polite and trying to help as much as possible. We wanted to completely refund it there and then and get another hotel, but the cost implication would have left us with nothing for our short holiday, as they would not refund the full amount and the short notice for a new hotel wasn't enough. Unfortunate as the hotel looks nice in the lobby, but the room itself and rude senior staff makes us not want to use a best western again, the small difference in price of an ibis was not worth the hassle. less
Matthias H, General Manager at Best Western Hotel Rastatt, responded to this review
Dear Mr. Mcallan,
thank you very much for your review.
We are very sorry you didn't enjoy your stay at our hotel.
Please accept our apology. As I already mentioned I will talk with the responsible receptionist.
The colors of some of our rooms are faded but they are clean and not dusty.
We will change them during the renovation of our hotel rooms starting end of August.
We would be happy to welcome you again to impress you with our service.
With BEST regards
Your hotel team