Great Customer Service
14/09/2015 Nigelmalcolm, Templecombe, United Kingdom
I had booked two double rooms for a one night stop over 11th Sept; one room for my wife and me and one for our friend. Our friend chose to pay £103 for a double including breakfast rather than the quo... more
I had booked two double rooms for a one night stop over 11th Sept; one room for my wife and me and one for our friend. Our friend chose to pay £103 for a double including breakfast rather than the quoted £95 for a single to benefit from a larger space. Whilst my wife and I were very pleased with our room (large bay windows, lots of light, character) our friend 's room was small and dark and she couldn't understand what she had gained from opting for a double. When I explained to the manager ,Chris, he showed me my booking made with Booking.com and pointed out that the rooms I had selected were each single occupancy rooms and that the double occupancy rooms were more spacious and also more expensive by £20 or so. It was my fault entirely that our friend had been lumbered with a smaller room but Chris was extremely helpful and arranged for her to be transferred to a larger and brighter room and moreover he waived the extra charge, which was greatly appreciated.
The hotel is very comfortable with plenty of character. The rooms at the front are older and are beginning to show their age, although perfectly comfortable, and well equipped with tea/coffee making facilities etc but those towards the rear are much more modern but perhaps without the character of those at the front. So take your choice. For those who enjoy swimming, there is a leisure centre with pool, and also a sauna and gym machines etc. The hotel, however, was very hot on the night of our stay and there was no air con available in our rooms.
Breakfast was served in a very comfortable dining area and offered a wide choice. Can recommend the poached eggs benedict with smoked salmon.
Given that the hotel is only 15 mins walk from the centre of York, is spotlessly clean and has excellent car parking facilities, it makes for an excellent base from which to explore the environs of the city less
KILIMA, Manager at BEST WESTERN Kilima Hotel, responded to this review
I was pleased to be able to sort out the little hiccup for you.
I do hope you come and see us again soon when visiting York.