Poor Reception Management
18/09/2015 James C, Nottinghamshire, United Kingdom
I recently stopped here as a short weekend break, when approaching the hotel first impressions were "what a lovely location." The hotel is situated on a small hill overlooking a golf course and the be... more
I recently stopped here as a short weekend break, when approaching the hotel first impressions were "what a lovely location." The hotel is situated on a small hill overlooking a golf course and the beach, however after dragging our luggage up the front steps (there is no lift or slope) we were greeted by a lady who we presumed worked for the hotel in non-uniform and had very bad breath. My partner and I checked in, dropped our luggage in our room and went down to the bar. As it was quite late when we arrived we fancied just a quick bar meal which actually took 20 minutes to be served and 35 minutes for our food to come out, two sandwiches and a bowl of chips wasn't actually a quick meal. On the other hand the "bar supervisor" a tall young male couldn't be more apologetic and explained that there was a wedding going on so the kitchen was very busy. The room was tidy and clean and all of the cleaning staff were hard working and friendly. We had a lovely time up until the morning we had to check out, again we approached reception to find that no one was behind there, we looked to our left and this lady who i spoke of before was stood behind the bar having a chat with another staff member. My partner very politely just said "excuse me young lady we're waiting to check out" she turned round, scowled and replied with the rudest tone of voice "well you'll have to wait won't you." It appears this lady was in fact called Katie and had the title of "reception manager" personally i think this role needs reinstating as she was an embarrassment to the hotel and for as long as she works there i will not be going back, what an awful way to ruin a splendid holiday!! less
William H, General Manager at BEST WESTERN North Shore Hotel and Golf Club, responded to this review
Many thanks for your review.
I was disappointed to see that your say with
us was disappointing, and fell short of our
usual very high standards.
I assure you the person concerned has
received re-training, and I apologise unreservably
for this lack of customer care.
Hoping you will return to us. Please contact me before