I went in for a meeting, went through the double doors, a man checking into the hotel on right, i went to the nearest person to ask where to go. three other members of staff behind the bar, one of whi... more
I went in for a meeting, went through the double doors, a man checking into the hotel on right, i went to the nearest person to ask where to go. three other members of staff behind the bar, one of which decides to shout at me to use the antibacterial lotion, whilst I was still talking to the initial person. i say yes but where is it, 3 people! show me to where a tiny dispenser is, that looks like an air freshener, a 4th person (who is behind reception already dealing with the man checking in) also shouts out ‘its for coronavirus!’ - like i’m stupid... i know what they are doing and why. her comment was totally unnecessary especially as she interrupted dealing with her customer to shout this at me.
when i used it i got told I could now stay and pay to have a drink in their reception area, ohhh goodie after being made to feel this way of course i do.... after using the antibac I really want to touch money in my purse and listen to you shout at other people across the reception area, it’s ok!
my ‘issue’ is: have clear signage up so guests entering know it’s there, don’t act ‘accusatory’ in dealing with guests and one person at a time ... 3 people is over zealous, the initial member of staff could have easily dealt with the whole situation without other members of staff butting in. the woman standing at the end of the bar who I initially spoke to, would have been better placed at the other end near the entrance door to politely with a smile and good tone (not like the others that shouted at me) to let incoming guests know the air freshener looking machine (which you can’t see when someone is checking in) is actually an antibac dispenser if they’d like to use. Finally ‘tone’ you can say lots of things in a strong and assertive manner, it’s not by shouting, i know the hotel will say they weren’t, but if it’s louder than what a person would use in a normal person to person conversation in my opinion it’s shouting.
needless to say I didn’t want to pay and have a drink in the reception area! and I cancelled my meeting. I’ll ensure I don’t come back, which I’m sure you’ll be pleased with.
for info: I had antibac that I had used in my car and would have used yours on entry without being asked to the hotel IF i had been made aware by a note that i could see on the trellis as you walk in that it was there! less
NickWilde24, General Manager at Best Western Manor Hotel, responded to this review
Thank you for taking the time to complete our online survey. All our guest comments are important to us and we try to use them the best can to improve our service.
On behalf of our team i would like to apologize for not exceeding your expectations.
We are taking all measures to help prevention of the Coronaviris at our hotel.
The Manor Hotel