First impressions driving up were good. Nice grounds with a pretty swing and bridge. Ideal for wedding pictures.
However out visit soon went down hill.
We arrived early and we're informed our room was ready, great!! Sadly on entering the room it was pretty apparent the room wasn't fit for purpose.
> Room 223, wasn't ready and had additional furniture items in the room and a quilt piled up with stripped bedding. I Informed staff who were very odd about it, and looked at me like I had three heads. Luckily I did tell them as otherwise we would of returned in the evening to the same sight. The room had clearly not been used since this refurb and wouldn't have been touched in our absence as they thought it was ready to use. Slightly worrying as it makes you wonder what housekeeping do each day.
I had to make a couple of uneccessary trips to reception only to be told we weren't being moved and to go back to the room and leave our belongings in the corridor. A public area? Hmm no thanks. And that housekeeping would clean the room. The girls attitude wasn't the greatest, it seemed like she was very put out by the situation and there was some huffing, she left me standing at reception as she walked off towards the room. I asked if I ought to follow and she said if you want. The customer service was poor, she did apologise later on but only after when we went to reception again waiting for our taxi.
> in the evening, when we got back to the room it had been straighted up however there were malteaser chocolates all over the floor at the side of the bed and milk cartons. Clearly housekeeping couldn't have cleaned it as they were in plain sight.
There is also a really odd surgical stench in the corridor and bedrooms which wasn't nice.
> Check out was another shambles, no one at reception when we left to pack the car, the entire place was eerily quiet with no atmosphere, staff or customers. Really Odd. When we got in a girl was on the desk, no conversation, no how was your stay. By this point I'd given up so I just gave the key in and went to leave before she said hang on, there's something on your room. I said there wasn't and it was fully pre paid to which she said it wasn't and as I didn't have a receipt on me I had to pay. So on my credit card I paid, a very strange amount and not the price of the room. On the way home after checking my bank statement incase I had gone mad and hadn't pre paid, I spent 35 minutes on the phone to travel republic who confirmed it had all been pre paid and that they would get in touch with the hotel to rectify. I was glad of this as I didn't envisage it being an easy task as they were so strange during our stay. TR called back to say the girl was confused and had charged me the supplier cost which she shouldnt have done.
There is an obvious training need required for the staff, they just aren't professional or customer focused which is a shame as I'm sure they are nice people, they just don't look cut out or trained to run a hotel or capable of guest interaction. less
BBryan, Owner at BEST WESTERN Mytton Fold Hotel & Golf, responded to this review
Many thanks for taking the time and trouble to review your stay with us and I apologise sincerely for the quality of service that you received both by our reception and housekeeping team. As a privately owned and operated hotel it is very important that we meet and hopefully exceed our customer expectations, which clearly was not the case during your stay.
I have spoken with my team and implemented additional training both in reception and housekeeping. There is no excuse and I am sorry that your stay with us was marred by inadequate service. If you would like to come back and stay with us in the future do let me know as I’d like to offer you a complimentary one night’s stay to include breakfast to show you that we can and do things right.
Thank you for taking the trouble to write your review – it is only when guests share their experiences that I am able to improve the quality of service that we offer.