If I could give negative rating I would.
We are best western members/card holders and have literally stayed in hundreds of best westerns across UK and Europe. BUT THIS ONE IS TERRIBLE. I THINK IT NEEDS SHUT DOWN or at the very least REMOVED from BEST WESTERN badge/chain.
Never have I stayed in a Best Western so bad.
The brochure and website is what we thought we were going to be checking into.... However. We basically got what looked and felt like the staff quarters out the back - a car drive from the main hotel with luggage. Round the back of an industrial estate.
Not lit up, not signposted or obvious where to go, arrived in the dark, very dodgy place.
Got into the room 11B which was like something out of the 1970/80s. Butlins like.
Damp patch/drip from the ceiling. Stained carpets. Filthy room. Undersized electric panel heaters, tiny little tv that you cannot see from the bed (it's behind you). Light fittings covered in cobwebs and other light fittings hanging down from ceiling and downright dangerous.
There are spotlights over the shower that are not suitable for use in this zone... Which leads me onto the whole health and safety of the room as a whole.
There are screws protruding through the delpidated cabinet that the main double bed folds up into. That's right, you have to unchain your main bed and erect it each day just so you can have a bit of a sitting area and actually see the tv.
Honestly I have never seen anything like this.
The bathroom is literally falling apart like it has been fitted by an inept handyman at best. Everything is loose. Towel rails, light fittings, toilet flush, taps rotate freely on sink. Bath panel not even fixed and is cracked.
Oh yes and single glazed windows that run constantly with condensation and black mould on Windows frames and ceiling.
So we go to reception next morning and speak to the main woman who asks if everything was ok. We told her the truth and her reply was "oh. I don't know, I never go in the rooms" (as I slap my forehead in disbelief).
I ask her if all the rooms are that bad (as we seriously considering asking for refund to go eslewhere) to which she replies "No, definitely not".
Contradiction - Well if she doesn't go in the rooms ... How would she know this??? Have others perhaps complained also?
So anyway we ask to speak to the manager, who at 9.25am is meant to be in (at 9am), but isn't. So when he does come in we ask him to come and see us in restaurant.
Well he does, but we have to go back to reception to ask him about this after breakfast as he didn't want to discuss in front of others.
Ok, so after breakfast we speak to him. He says he doesn't even know why or who booked us into that room.... Er, well. Does it matter? The room should either be usable or not. And clearly it's not.
Anyway, we get "upgraded" to what, on the face of it looks a lot better, but as we were out that next day in Blackpool , we didn't realise even more problems until our return that night.
So the new room apparentley worth a lot more money resembles what is on the website and the brochure (needless to say, we weren't given a choice of room when booking - we believed all rooms would be of a good standard and weren't told we would need to pay more for a habitable room).
So the new room 131 had two tv's a proper double bed (not. A fold down one). However, we noticed that evening that the second tv (in the kids room) didn't work at all, it would not switch on. Could just be a duff remote, but regardless, it didn't work. An electric heater in the main bedroom is damaged and would fail a pat test (not that ANY item in either of the rooms had PAT test stickers!) - how is this possible. Still electric panel heaters in this room but a little more modern.
Shower is terrible. All limescaled up and low pressure. Also the handle for adjusting the spray pattern is broken/missing so its constantly on trickle or dribble mode.
The shower screen is badly fitted with no movement to get your person in or out properly. The bath panel again is not fitted/loose.
There again is damp in this "superior" suite or room. To the point where the office style false ceiling (panels) are stained and damp to touch. Soaking damp. There is also dangerously a path of water trail leading down the wall dripping to a light switch.
All in all a real house of horrors. Which is appropriate as it came to light that this is indeed an ex theme park hotel.
Come on best western get your act together.
When we complained on the second morning the manager was miraculously off sick (as he knew we wanted our money back as intimated the day before). Of the £180 we spent for two nights we receive a gift card for £100 even when in fact the manager Richard Hearn agreed verbally to my wife that the cost of nights would be reimbursed.
Shocking, dangerous and disgusting hotel and bad way to treat paying customers.
It should not be up to customers to highlight to hotel what should be picked up on a a day to day cleaning and maintenance regime.
Nor should it be up to customers to have to chase up a refund...and when we do... Only to receive around half value back. less