Mislead, parched and out of pocket.
05/08/2019 Oscar P,
Having running water, being charged for my 'complimentary' breakfast, having £40 withheld without explanation (I'm still waiting for that to be returned to me), and being charged £25 for the early che... more
Having running water, being charged for my 'complimentary' breakfast, having £40 withheld without explanation (I'm still waiting for that to be returned to me), and being charged £25 for the early check-in to my non-functioning room marred my experience of what was an otherwise nice room.
I feel, given the problems here, that I should not have been charged the full price of the room and certainly not be an extra £65 pounds out of pocket. After multiple inquiries I have not been offered any recompense for this miserable experience, save for the words 'we will look into it'.
The staff were friendly enough on the day but the handling of my concerns has been met with inaction.
Unfortunately I would not now avoid staying at any Best Western hotels in future. less
HLGroup, Owner at Best Western Ivy Hill Hotel, responded to this review
Thank you for your review, but I am disappointed to read your comments as I note the hotel manager has been in contact with you; but you still feel the need to write via Trip Advisor.
I apologise for the loss of water, this was caused by a slight airlock in the system and was immediately resolved. Your bedroom rate was inclusive of breakfast, and having checked your invoice I can see we haven't charged you additional charges for this. Regarding the early check in charge, the hotel was fully booked the night prior to your arrival and a £25 fee is a standard charge for occupying a room earlier than our normal 3pm checking in time. A pre-authorisation is also a standard procedure all hotels in the UK follow by. As the hotel manager confirmed to you, we have cancelled the pre-authorisation, but you need to contact your bank to release the funds as this is beyond our control.
It's disappointing you feel you are no longer wanting to stay in Best Western's, as we are all independently owned and run.