I stay in an awful lot of hotels. Probably 50+ a year through work and personally. This one has become my number 1 in terms of badness that I've had the pleasure of gracing!
I stayed there with my fiancée and parents for one night in December and from the word go, it was basically a catastrophe.
Firstly, my mum called the hotel the day before our stay to reserve a table for dinner for when we got there, only to be told that it wouldn't be necessary because it was a quiet evening. When we did get there, we were fairly bluntly told by the waitress that there wasn't any tables because they had a big function on! Now, surely this would have been known about the day before when the call was made?! My dad pointed out that there were at least 2 empty tables to which the staff suddenly agreed and threw them together so that we could all sit together.
When we did eventually manage to sit down and order, on two occasions the waitress had to come back and say that something we had ordered was not available. 45 minutes after ordering our food and drinks, my dad had to go and find out where our actual drinks were because by this time we were getting very thirsty! They did the old "they were just coming sir" as the waitress ran to the bar to get them sorted. Basically, they had forgotten! My dad's food then arrived half an hour later...several minutes then passed before ours appeared. My mum had a fish thing whilst myself and my fiancée had a mixed grill. Upon taking her first bite, my mum noticed something in her dinner. She inspected only to find a large piece of plastic wrapping from the fish, still in her dinner! Clearly, the fish was not cooked as fresh and was basically a boil in the bag jobby which for the money you are paying, is appalling! Both the mixed grills were cold as well so all three meals were then sent back! We ended up getting the duty manager to the table to explain and there was then an awful lot of franticness trying to resolve it. We had 2 waitresses serving our table; one of them was very polite and did seem to try and take command of the situation whilst the other basically downed tools and ran away! We weren't being mean, we just wanted hot food which was free of any foreign objects! The thing that also really annoyed me was that the excuse of "We have a lot of people in tonight" kept being thrown about. This to me is no excuse whatsoever. If you offer people the chance to have a conference or an event at the hotel, you should be able to cope. And at no point should you ever offer that as an excuse. We we're planning on having pudding but it turned out that most of them were also unavailable so we gave up.
The rooms themselves looked ok but in reality really weren't. The bed was dreadful and the room had a funny smell. Something reminiscent of how the drains smell after a period of time with very little rain. We woke up in the morning desperate for a nice shower to wash the previous day away only to find that there was absolutely no hot water on our floor! Annoyed and tired, I called reception who said that there was water on the first floor. After a minute trying to explain that it was great having water on the first floor, but no good to us on the third floor, we were told that we could go to an unused room on the first floor to shower if we so wish. I accepted and a few minutes later a key was brought up to our room for another on the first floor. We got to the room to find that it had clearly just been checked out of and was pretty dirty. The sewer smell was even worse in this room. I went to have a shower and the water pressure was quite frankly, pathetic. I could probably have sweat with more pressure than the shower so although the water was slightly warm, having a shower was a near impossibility. My fiancée found it twice as hard because she has long hair so trying to wash it was laughable at best!
Once we had "showered" and got dressed, we went down to breakfast. The same waitress who had run away from our table the previous night greeted us and you could see she was massively disinterested. I think her total lack of English didn't help the situation either and that is something that annoys me hugely about any hotel. If your in England, the very least you should expect is English speaking staff! So, we sat down and at no point were offered any tea or coffee. We went to look at the buffet and basically had a choice of some cold baked beans, ropey looking bacon and some blueberry muffins. Nothing else. I took a muffin and sat down, by this point about to explode with frustration. Eventually we managed to summon another waiter to ask him for some tea and coffee. We did manage to actually get it fairly quickly! We also asked if there was any possibility of some toast, to which he replied "no, the chef is on a break so we can't get you any toast!" I mean seriously, does it really take a chef to make some toast?! I could cook toast when I was 4 years old without much trouble! I offered to then go and make the toast myself and eventually the waiter himself decided to go and have a crack. He did also say that instead of toast, they could offer us some bread...! Wow.... When the toast did come out, it was basically warm bread anyway so maybe you do need a chef to cope with the unenviable task of making some toast at the Palm Hotel...!
We gave up with breakfast and hurriedly checked out, keen to put as much distance between us and the hotel as possible!
Another small point is the parking is dreadful. A very small car park and no (that I could see) disabled spaces which means that you are forced to park down one of the side roads surrounding the hotel. We had to park a good 200m from the hotel which is a huge problem for my elderly father who has problems walking, especially when it is absolutely chucking it down with rain like it was that night.
All in all, an absolutely dreadful hotel experience, one that I wouldn't wish on the most serious of criminals. less
PalmHotelLondon, Operations Manager at BEST WESTERN Palm Hotel, responded to this review
Dear Nick_Grimsley, Thank you for your detailed review and we were extremely sorry to read of your disappointing stay. Your overall experience falls far short of the standards we strive for and which you can rightfully expect from a Best Western Hotel. I would like to take the opportunity to discuss your experience directly with you. If you could kindly please contact me at firstname.lastname@example.org it would be greatly appreciated. Kind regards Ivona J - Operations Manager.