Terrible service,steer well clear
03/10/2015 Christine C, Leyland
We have travelled a great deal during 2015 and have stayed and eaten at hotels large and small all over the UK and as a result have plenty to weight anywhere we visit against for room, cleanliness, st... more
We have travelled a great deal during 2015 and have stayed and eaten at hotels large and small all over the UK and as a result have plenty to weight anywhere we visit against for room, cleanliness, staff, service, location, etc.
We recently stayed at the Llyndir Hall Hotel (Best Western) in Rossett near Wrexham in room 5. The location is quiet and on the edge of a pretty village and the hotel is set in small but pleasant grounds at the end of a lane. It looks quite grand inside and out but don't let that fool you. On arrival we were checked in and found our room to be what we expected for an executive room, both spacious and well appointed with two tub chairs and a desk and chair as well as a comfortable bed. The bathroom was also large and clean. Boy, were things going to go down hill.......we had booked a two night stay with first evening meal and breakfast both days through Travel Zoo. The customer service is so bad here it is hard to know just where to begin. We went to the bar and after a 15 minute wait and no sign of service we gave up and drove to a local pub....not what we wanted at all. Once back at the hotel and seated in the rather small restaurant we ordered our meal. After 20 minutes we were served our starters (soup) which was ok quality and as we were chatting the wait didn't seem too bad and we expected the normal pace of service or even a little slow would have been ok. However.......we waited another HOUR for our main course (steak). By now hungry we tucked in BUT IT WAS HORRIBLE overcooked and with an awful hard crusty covering which we think was pepper corn. We ordered medium and no sauces. What a shame as we were celebrating a birthday. We decided to just order desert anyway as we had already paid for this meal. After trying to speak to the one waiting staff we could see for some time we gave up and went to reception to complain. The receptionist smirked and said she would ask the manager to contact us the next day as she was not available at that time. As it was a celebration for us we did not want to things to get negative and so we left it at that and minus our desert retreated to the room and the comfort of our own bottle of wine as still no one in the bar. We never did get our desert and no apology or compensation either, not even a free drink in the bar.....but of course there were no staff in the bar anyway.
Could it get worse? This is The Llyndir Hall and so yes it could. The room was a little dark anyway but as the evening went on we needed to put on the the lights and.....how could anyone read with about two candle power from woefully inadequate lighting in such a dim room. The view was of a rusty water fountain, a few scruffy bushes and a roof with air conditioning units on it. These air conditioning units whir loudly in the evening. At breakfast a man at a near by table was asking the waiter if a poached egg might arrive within an hour or so as he had been kept waiting so long the day before he had gone without. Another person was saying that there were no glasses for fruit juice and that the grape fruit had run out and he had been informed that there was no more. The bowls for cereal etc had also run out yet the breakfast room was barley a quarter full. The waiter talking with the guy who wanted a poached egg was very rude and off-hand with him and said his name was Lance. It seems that if you order food to be cooked you'll be quite a lot older when it arrives. Our serve your self cooked Welsh breakfast was decent enough though to be fair but we could not find a glass and three of the jam pots for the toast had been started and returned to the stand...yuck.
Did we get to see the manager you might ask......of course not, she was always busy with someone or something else whenever we asked.
We have both been in management and customer service rolls at a high level in major organisations for many years and in our professional opinion this hotel should employ the right and competent staff with an understanding of their roll especially with regard to customer service. They should employ more staff in the restaurant in the evenings. Best Western should employ a manager who cares as this one has given us plenty of evidence that she does not. Best Western....we thought your hotels were a little better than many...but...Not this one.
Finally, it was made very clear by the reception when checking in and when complaining that we had booked through Travel Zoo and they always said this in a way that gave us the feeling that those who booked a deal in this way were not really welcome here. When ordering our meal on the first evening of our stay the waitress said, "oh you have booked through Travel Zoo" as if this was a crime.
To sum up:
Lovely if dim room and bathroom, nice grounds, zero customer service and a serious management issue and staff training to sort out. Avoid, avoid, avoid. less
LlyndirDeputy, General Manager at BEST WESTERN Llyndir Hall Hotel, responded to this review
Thank you for taking the time to provide feedback following your recent stay with us at Best Western Llyndir Hall Hotel & Spa.
I am extremely disappointed to read your comments and to hear that you didn’t enjoy your time with us. I would also like to apologise for not being made aware of these issues during your stay, I would have made it my priority to meet with you and resolve the situations personally. I can only assume that one of my Duty Managers may have been dealing with other guests but I will be sure to look in to this.
I will be investigating the long wait for food, as you may have seen we very rarely receive poor comments about the food or customer service and I truly feel you haven’t received the true experience we have to offer here at Llyndir Hall Hotel & Spa.
I would also like to assure you that every review I receive is fed back to the team in the regular management meetings. This will be discussed at length as I feel that the whole situation could have been handled better and the relevant training will be given.
I would also like to confirm that we do have an ongoing refurbishment plan in place and lighting in some of the bedrooms is a key focus. As you can imagine this can be rather costly and time consuming and I therefore have to prioritise the work.
We have a great partnership with Travelzoo and other third party booking agents with hundreds of bookings being made. At no point do I or any member of my staff feel as though these bookings are a less of a priority than those booked direct. We receive a lot of positive feedback from the bookings and we offer a great package.
I really do hope that you return to the hotel in the near future as I am confident we will provide you with the true experience we have to offer.