Disappointing pool experience - not family friendly - shame on you best Western
05/07/2018 Kirst55, Haddington, United Kingdom
I had booked the hotel due to the excellent reviews of the pool, as my 7 year old loves to swim. On arrival, at 7pm, we were informed that children are not allowed into the pool after 7pm, which I was... more
I had booked the hotel due to the excellent reviews of the pool, as my 7 year old loves to swim. On arrival, at 7pm, we were informed that children are not allowed into the pool after 7pm, which I was disappointed to hear, although the receptionist called down to the pool staff to request we be allowed to use it. Apparently, had there been corporate guests staying we would not have been allowed to use it. We were told we could use the pool freely the next morning. In the morning, my daughter was excited to swim again but when we got to the pool at 10am there was an exercise class on in the shallow end with extremely loud music which, due to her auditory processing difficulties, scared her. The member of staff on at the pool told us we should come back in half an hour and we could use the pool then. I informed the receptionist I was not happy but we would wait as my daughter was so looking forward to swimming. The receptionist was very apologetic, assured us she would fetch us as soon as the class was over, and brought us complimentary drinks from the bar. Shortly after this, she approached us and said that another class was starting 15 mins after the first but we could hurry in and have up to 15 mins in between classes. We tried this but the ladies for the next class were taking up the shallow end ahead of their class starting (its a small pool) and one was very rude about us having drinks by the pool, and had the staff remove them.
So we did not get to use the pool, we were complained to bitterly by another customer, and we did not get to drink our complimentary drinks!
I asked to speak to the hotel manager. The general manager did not make herself available but the deputy manager and receptionist were very apologetic and really very kind.
My husband and I have Best Western memberships, but I will be very wary of using BW again after this appalling experience. Very disappointing. less
Heather T, General Manager at Best Western Oaks Hotel & Leisure Club, responded to this review
It is saddening to hear of your experience of the pool here at the Oaks Hotel. I am sure with the loud music of the aqua class and your daughter having auditory processing difficulties this must of been an upsetting experience for you both. After speaking with with Sean the Deputy General Manager who spoke with you on the day, we have now made class times clear in the guest directories to ensure this doesn't happen again.