Not as good as it looks
29/11/2015 Norman F, Chislehurst
Recent review taken off by mistake.
Unfortunately our stay proved to be an expensive bittersweet end to a lovely holiday. Shortly after checking into my family room with a 2 year old and 9 year old, ... more
Recent review taken off by mistake.
Unfortunately our stay proved to be an expensive bittersweet end to a lovely holiday. Shortly after checking into my family room with a 2 year old and 9 year old, the rest of my family had gone to bed and whilst they were asleep I had a shower, on stepping back into the room I trod on a small screw (which was from the carpet grip) it cut my foot quite deeply. Once dressed I reported this and the door hanging off the hinges to the reception, I was met with no apology or concern for my injury instead I was told it would be reported to maintenance who would look into it the following day. On checking out the following day I was unhappy with the outcome and informed another staff member at the reception as well as reporting other issues I had with the room such as the mould on the window frames and expressed my unhappiness with the service I had received the previous day and requested to speak to the manager. He apologised and informed me that the manager would not be in until the next day and that he would get him to contact me. The following day I had to call the hotel myself and was told that the manager was not in again and that they would email to get him to call me. I contacted Best Western themselves after still no phone call and they got in contact with the hotel and it turned out the manager was off sick, which wouldnt have been so much of problem if I was told originally! When the manager finally called 2 days after I had made the complaint, I was then told that I hadnt told the reception on the first day that I had cut my foot or that the door was coming off the hinges and that the manager would investigate futher and get back to me - so far no follow up call!
Also although the issue of the food and service in the restaurant was dealt with on the day I feel that it just helped to sour the experience considering the room had cost £85.50.
With regards to contact we have received 1 phone call with no follow up.
No email as no email address was left.
Also dont think that this post is solely put on, on the basis of receiving compensation, it was a last resort after waiting for some resolution of a complaint that was poorly handled. less
PaulLawson, General Manager at BEST WESTERN Moffat House Hotel, responded to this review
Whilst it is extremely disappointing that you feel the need to leave a review deliberately intended to cause damage it has to be made clear that we will not be held to ransom. Yes you found a small screw, which you picked out of a carpet bar and handed into reception. From here on the story grows arms and legs in a botched attempt to gain 'compensation'.
We all worked very hard to make sure you had a comfortable stay
Your 'complaints' at the hotel and your review since you arrived home totally contradict each other. Being prone to exaggeration and fabrication leaves you with absolutely no credibility.
We have had contact by telephone and e-mail and I have to say you have little subtlety in your methods. Feedback, good or bad, is very valuable to us and forums like Trip Advisor are a great barometer for us as we strive to make constant improvements and maintain our good standards. Unfortunately on this occasion the review gives more of an insight into the person writing it than it does about the hotel itself. Rest assured we will continue to work extremely hard to make every one of our customers and guests feel extra special when visiting Moffat House.