NEVER AGAIN, POOR CUSTOMER SERVICE, where do i start...
I stayed with my wife at best western Ilford. Children stayed at their cousins not far from the hotel on Friday night, 31/7/2020. We travelled a good distance, and initially the service from the young... more
I stayed with my wife at best western Ilford. Children stayed at their cousins not far from the hotel on Friday night, 31/7/2020. We travelled a good distance, and initially the service from the young gentlemen was great. We arrived for breakfast at 9am as the slip on arrival stated breakfast till 10:30. A lady by the name of Andrea, at service reception said breakfast had finished at 9am!!!! I showed her the slip which I have a picture which clearly states 10:30. I asked Andrea that neither staff or any on booking does it state this. I got a shrug of the shoulders as to say, what do you want me to do? And felt she wasn't bothered or i had disturbed her. All i got was , its covid and things have changed. I'm sure they have, but without any information / communication....having that sprung on me first thing is something I wasn't expecting. I was pointed towards the the mini packs of cereal, again I took pictures to show the amount and quality. The justification I got was, the breakfast was 'complimentary'. This is poor customer service at the highest levels. However after looking at best western website, there was no mention of complimentary breakfast. It says breakfast included when booking, again I can evident this ! I asked for a manager's name, details, but i got a generic email address to which I will be using. When asked for the ladies name (andrea ) she wouldn't give it until I reminded her she has no name tag or identification and I needed this, which she reluctantly gave. Again, i have pictures to evident. I was advised the manager rarely comes to site so email her. Straight away I got the impression of non professionalism and a lax lazy laidback attitude.
We all on this planet understand the dangers of covid and I trust and empathise with those people and families. However to use that for not being prepared is disgustiging.
To calm down I went to make coffee as there was no brekkie, however cutlery seems to be rare and not available. I proceeded to go to the kitchen area where many guests before me were entering to get the attention of the catering lady. Upon entering there was no people present and keys and paperwork were just lying around in the kitchen which is being doubled up as a store room. I have taken pictures to evident my experience. The health and safety was non existent and i will be posting pictures . I will not be eating so from this building after seeing what I have. I shall also be sharing my experiences to all local family and friends. I shall await a sensible reposne and i would highly recommend training for staff very soon.
Ps, the bin bag at the bottom of the stairs is a health and safety hazard but I shouldn't be surprised after my experience but seems norm to the staff and some cups used were not even best western branded, but branded with another language altogether and I felt very uncomfortable when staff were speak their native language with each other not knowing if they were speaking about me or not as they were looking my way when communicating. Not the experience we were seeking or expected and we shouldn't feel like this when this is the fault of the business. less
Hotel Manager, General Manager at Best Western London Ilford Hotel, responded to this review
Thank you for completing the survey regarding your recent stay at our property.
On behalf of our entire team, I would like to apologize for not exceeding your expectations. Our hotel values your feedback and aims to provide our guests with a safe and comfortable stay. While COVID-19 has caused us to make amendments to our hotel’s services and offerings for your safety and wellbeing, our hotel continues to look for ways to improve our guests’ stay. We appreciate you providing insight on what we can do to better meet your needs going forward. Please know that the health and safety of our guests remain paramount, and as such, we were among the first in the industry to roll out standards and best practices to enhance our cleaning protocols at the start of COVID-19. Our hotel prides itself on embracing BWH Hotel Group’s We Care Clean™ initiative, and our trained staff are committed to ensuring the highest cleanliness standards recommended by the Centers for Disease Control.
Because we value your business, we would like to provide you with a 20% discount to use towards a future stay. When you’re ready to use this discount, please contact me directly and I will personally assist you with your reservation.
Thank you again for your feedback. I hope that you will consider staying with us again so that we can have another chance to provide you with a superior experience.
If I can provide any assistance, please don't hesitate to contact me directly at 02089116083.
Best Western Ilford Hotel