Initially the hotel looked good, central location with plenty of parking. I had booked an executive room as it was the same price as the double but with much more space.
However, when I went to get i... more
Initially the hotel looked good, central location with plenty of parking. I had booked an executive room as it was the same price as the double but with much more space.
However, when I went to get in to bed, I found specs of blood all over the bedding and, on closer inspection, you could tell from the creasing that the bedding had not been changed since someone had slept in there. I called reception who said they would send the duty manager but after a 15 / 20 min wait I had to call again. Eventually the duty manager arrived, inspected the bedding, agreed with me and took some photos. She then said she would change the bedding, I was a bit miffed that I was not given a new room but would the bedding have been clean if I had, plus it would mean packing all of my stuff so I accepted this as I new it would be clean sheets. She then went to get the bedding but one of the sheets was the wrong size so another wait while she got another. Even this would not fully fit the bed and left a worn and scraggy mattress cover on show but I just wanted to get in my bed. When the duty manager was leaving with the dirty sheets I made a comment about what they would do and was told she would forward the pictures to her manager as they contract out the cleaning.
The next morning on check out I asked for the GM but was told he was in a meeting. I explained what had happened and the receptionist said she knew all about it and a £20 discount had been applied. I said this was inadequate to which she replied this was all she was authorised to apply (not sure why the GM hadn't done more at this stage to be honest). I was then given the GM's contact details if I wanted to raise this further.
Instead I contacted the head office (Legacy Hotels) instead with my detailed complaint. I received an apologetic e-mail saying they have forwarded my complaint on to the GM of the hotel for a response. 5 days later I had no further communication so I contacted head office who replied the following day apologising I had not heard from the GM they will contact him again and I will hear from him soon.
I understand they contract out the cleaning / bedding etc but it is the hotel that rents out the rooms and takes our money so it their responsibility to have rigorous checks in place to ensure any third parties are doing their job correctly. More over, if I was the GM of this hotel I would be mortified that such a thing had happened in my hotel that I would have instantly wiped the bill and offer a full refund, I would also have told the receptionist to call me from my meeting when the guest arrived to check out so I could apologise personally. At the very least I would have responded to any formal complaints by email. less