My partner and I stayed at this hotel 2 nights ago, on a trip to visit family and had an awful experience there. We booked this hotel instead of our usual more budget chain hotels as we wanted a treat ourselves and make more of our mini break. On arrival, check-in was quick, although given little information and had to ask about breakfast times etc. At first glance, the room looked fine, but we soon discovered there was no hot water. We called reception and someone came up and said you just have to wait for the hot water to come through in the taps and shower (we had left it running and already been waiting for over 5 minutes at this point?!)
However, the worst thing happened at night. At around midnight, I was woken by a sudden pain on my leg, which quickly turned itchy. We turned the light on to look, and as our eyes adjusted, to our horror we found lots of ladybirds crawling and flying around the bedside table and our bed?! I had a large bite on my leg, which had come up immediately, and since then a few more have come up. My partner got rid of the immediately obviously ladybirds, but more kept appearing and at one point there were about 15-20 crawling around.
Horridied, we called reception immediately, to be put through to a man who said he was in bed and this number was only for emergencies?! When he finally came up to our room, he was also horrified and immediately moved us to another room. He was very apologetic and said we should get some sort of reimbursement from reception the following day on checkout for the horrible experience and inconvenience and that he would leave a note for them, to explain.
However, the next morning, the lady at reception was extremely rude. She told us it was our fault for leaving the window open. When we explained we had never opened the window as it had been raining all day and night, she accused us of lying as the cleaners always thoroughly check the rooms and there had been nothing wrong before we went in there??!! When I said I had been bitten quite badly, she came back with ‘well what do you expect in the countryside?’ No offer of any reimbursement or even an apology. She then told us we should be grateful they had managed to find us another room as if they’d have had an event on, we would have had to stay in the infested room?!
We completely understand that sometimes these things can’t be helped (although I’ve stayed in plenty of cheaper hotels and never experienced anything like that), but we were disgusted with how the staff dealt with it and seemed to blame us?!
The only reason I’m giving this hotel any stars, is because the food at dinner and breakfast was lovely, as were the staff serving us in the restaurant.
Absolutely appalled by the reception staff’s attitude. less
LatonaLeisureGroup, Guest Relations Manager at Limpley Stoke Hotel, responded to this review
Thank you for your review. I was very surprised and disappointed to read your comments regarding the service you encountered during check out, we would normally receive high praise for the dedicated approach to customer service the team at the hotel strive to achieve. Please accept my sincere apologies that we fell short of the high standards we set ourselves.
Your valued feedback is most welcome and will be shared with the management team to ensure we continue to maintain and improve the standards and services we pride ourselves on.
We do hope you will allow us the opportunity to welcome you back again and experience the levels of service that we would wish for all of our guests. Should you wish to return for a future stay please do not hesitate to contact the hotel directly and we will be only too pleased to help and assist with your next reservation and assure you of a wonderful all-round experience.