Not very happy.
15/11/2015 absenttraveller2015, Littlehampton, United Kingdom
We couldn't say what it was like to stay at this hotel, as there was a confusion with our booking and the reception staff were not helpful and were very quick to blame us with the confusion, even thou... more
We couldn't say what it was like to stay at this hotel, as there was a confusion with our booking and the reception staff were not helpful and were very quick to blame us with the confusion, even though we had paid the full amount for the hotel room but they did not have our room ready. We were meant to be staying at this hotel for our anniversary and after arriving early (we were aware of the book in time of 3pm, but we wanted some recommendations for what to do in the area.) the man at reception told us no other information besides the fact we were too early and could only book in at 3pm before turning his back on us. After making our own amusement for the day (the area is very quaint) we went back at 3:00 and they did not have our room, despite having reference numbers and email confirmations. We asked if there was any spare rooms that we could pay for (in addition to the price we had already paid) and they said no and refused any further help. Luckily we spent our anniversary a few doors along at the castle inn who were far more welcoming! As I said if our booking hadn't been messed up I am sure the stay would be lovely but I would make sure it is on their system before arrival! less
Maggie P, General Manager at BEST WESTERN Old Tollgate Hotel, responded to this review
I am sorry to read your review, however, unfortunately you did not book with us direct and when you arrived at the hotel on Sunday 15 th November we were fully booked. the receptionist then asked if you had a confirmation of your booking - it was at this point you produced one that was clearly for the 15th October. You state in your review that you were charged for your room and I would like to reassure you that we The Old Tollgate Hotel did not charge you.Please feel free to contact me personally should you wish to book in the future and I will ensure it is handled correctly.