Lovely setting, fab staff but booking system let them down
13/11/2016 Catherine L, Newbury, United Kingdom
I booked a night at this hotel several weeks ago as a special treat for my elderly disabled mother so that she could have a rare night away whilst visiting family in the area. Before booking I phoned ... more
I booked a night at this hotel several weeks ago as a special treat for my elderly disabled mother so that she could have a rare night away whilst visiting family in the area. Before booking I phoned to check that they could accommodate us in a ground floor room with parking close by. This was all arranged and I was told by the helpful receptionist, Catherine, that we would be accommodated in a studio room with parking next to the room.
When we arrived, the hotel was in a lovely setting and looked impressive as we drove up the drive. I left mum in the car and went to book in. Sadly there was no record of our special requests and we had been put in a first floor double (not twin) bedroom! There is no lift in the hotel and no way mum would manage the stairs. Fortunately I had a print out of the request (which I had followed up in writing) and also, Catherine remembered our conversation and my booking. Fortunately the hotel was not fully booked and she was able to find us a family room. She did her best but this was not a good start. The room was a little tired and initially smelled a little damp which worried me but once we had settled in was actually very cosy. Having said that, there were 5 steps up to the room and the only way to get to dinner and breakfast was to drive to the front of the hotel and get mum to climb up the entrance stone steps. She managed but if she had been in a wheelchair or had been having a bad day with her mobility (which is often the case) we would have had to have eaten in our room.
All of this aside, the staff were excellent and I definitely got the impression that it was the booking system that let us down rather than the staff. Dinner was plentiful and delicious - mum had soup and I had mushrooms then mum had gammon and I had tarragon chicken - would have liked a little more sauce but very yummy.Breakfast was also excellent and staff were really attentive. I didn't get the chance to try the spa sadly.
All in all, friendly, accommodating and a pleasant stay but it could have been a disaster - we were lucky. less
Lamphey C, General Manager at BEST WESTERN Lamphey Court Hotel, responded to this review
Thank you for taking the time to review your recent stay, please accept my apologies for any inconvenience caused by our failure to accurately record your request for a ground floor room. I am pleased that it did not detract too much form your visit and do hope that we will have the pleasure of looking after you both in the future.