Hotel fine, service poor
11/09/2016 pd1981, Edinburgh
My wife and I were attending a wedding here and had booked in for the night of the wedding but due to work commitments the day before had to travel 200 miles on the morning of the wedding. As a result... more
My wife and I were attending a wedding here and had booked in for the night of the wedding but due to work commitments the day before had to travel 200 miles on the morning of the wedding. As a result we had hoped to be able to check into our room early and use it to get ready - normal check in is at 2pm, but the wedding started at 1:30pm so we had hoped to be able to check in at 12:00-12:30pm, the reservation confirmation said "Early arrival or late departure may be available on request and at busy times a charge will be made." So we phoned up the hotel to ask if we could arrange this to which the answer came back no they don't offer an early check-in service. We were told our options were to pay £77 to book a room the night before or we could use the public toilets to get ready - which I found unprofessional. Why like many other hotels they can't arrange for particular rooms to be cleared as soon as previous guest has left to allow for early check-in of guests who have already agreed an early check-in I don't know, it seems a fairly standard hotel policy elsewhere, I would have been happy to pay a few extra quid for that. Eventually after a number of phone calls the manager said that we could use one of the unbooked rooms from the night before to get ready, but still couldn't check in to our room until after 2pm.
When we arrived and explained what had been agreed on the telephone it seemed that nothing had been arranged in advance, the receptionist called the duty manager over and arranged for the use of a room for us to get changed in and we were able to leave out bags at reception while we went to the wedding.
The wedding itself was good the venue and food was nice. The room was fine, perhaps a little on the small side and the bathroom could have done with being a little bigger. I would have given the hotel itself a higher rating if it weren't for the terrible service we received in trying to arrange an early check-in. less
Kevin C, Manager at BEST WESTERN Lancashire Manor Hotel, responded to this review
Thank you for taking the time to review your stay here at the Lancashire Manor Hotel.
I am disappointed to hear of the issues you experienced with your booking. The hotel aims to turn the bed rooms around as quickly as possible, but as you can imagine on busier dates this can take some time, which is why check in is only guaranteed from 2pm and early check in is subject to availability. Your feedback is valued and will be used to make changes for future guest stays.