Best Western Angel Plus Chippenham - Pretty poor on a number of fronts
12/06/2017 Touristtraveler, Ireland
I am currently staying at the Best Western Angel Plus Chippenham hotel. I booked this mainly because it was a Best Western which I have always had good experiences with and also because this hotel is... more
I am currently staying at the Best Western Angel Plus Chippenham hotel. I booked this mainly because it was a Best Western which I have always had good experiences with and also because this hotel is pet friendly. I don't expect Best Western to be 5 star but in general they are always clean and have good service. I am totally disappointed by my stay at this hotel. It is very rare that I write a poor review but in this instance one is warranted. On arrival we could not get any parking in the car park. It is very small and was totally full. I was told to park in a car park next door (down street). I asked if I had to pay for this and was told I did. This is an hourly charge with a max of two hours stay, so what was I to do with my car then? I stayed in the car until a space finally became available. Not a good start.
I had two rooms booked, one for myself and my husband and the other for my mam. There is no elevator in the hotel. One room was on the top floor and the other on the ground. The ground floor room was taken by my elderly mam as she could not climb two long flights of stairs. My room was a nice size. The decor was modern and no issues with that. However I do have an issue with the cleanliness of the rooms. The toilet in the room doesn't look like it has seen a brush in years, probably since it was installed. It is grotty down in it, brown to be exact. The two cups provided were stained both inside and out. We were given one packet of biscuits every day for two people.....great for figure! We used the glasses provided in room every day, and every day after the room was cleaned we had to wash our own glasses as they were left dirty beside the bed. One day the towel provided was stained. Needless to say we threw that on the floor and shared the other towel between us. We made coffee in the room on the first day (after washing the cups well!) and the next day the sugar was not replenished, so tough if you need a second cup during your stay and take sugar, as there was none provided. The second day when we returned there was a long black hair hanging off the edge of the bath....not ours as we dont have long black hair!
We were staying for 4 nights. On the second day we left the hotel at 10am and returned at 4pm to find the room was not cleaned, even though we hung the 'make up room' sign on the door. I rang housekeeping and they said they would clean it then. I had to go sit in reception for 30 mins with our pet while they cleaned it. Housekeeping said that the checkin guest rooms takes priority. But that night the carpark wasnt nearly full and I would say according to the number at breakfast the hotel was far from full, so not sure why our room was not prioritised.
The second room although a better experience was still not cleaned well and hair was left in the bathroom from another guest.
I complained to reception on the 3rd morning about the cleanliness of the room. All she said was 'did I mention it the day before', which I said I didn't, so she said she would mention it to housekeeping. Needless to say nothing much improved on day 3 apart from the glasses being washed for us ....thank you!. The toilet is still brown and grotty. Not sure if they cant afford a toilet brush! Surely there is a housekeeping manager that oversees the rooms to ensure the standard is maintained?
Breakfast is OK, nothing amazing. Buffet is pretty poor/basic, just some cereals, no prunes or anything out of the norm. Hopefully you are not in a hurry though as it took 30-35 mins to get a fry served to us, by which time the toast was stone cold and the coffee to. They must have had to go to shop to get the contents before they could start cooking. They were not even busy. Just a few tables in use when we were there and several waitresses present, so no excuse for taking so long.
The hotel is OK but very poor on a number of fronts. I wouldn't recommend it if you have a choice. We moved from Best Western Crudwell to this Best Western due to lack of availablilty for the remainder of our stay at the Crudwell Best Western. The Best Western Crudwell is much older hotel, but was a fantastic stay and the staff could not have done enough for you. They were truly amazing and have perfected the customer relations piece. Pity about the Chippenham Best Western. I am not sure how they got 'Angel' and 'Plus' status, but they need to work on their housekeeping and overall customer service. This is the first time I have stayed in a 'Plus' Best Western, so was truly disappointed. Even mentioning to reception that I was not happy didn't improve anything! Its like they just couldn't care less.
On a positive they have free WIFI and it is not bad, but you have to connect every day. No big deal. They also have a small pool and gym, but I didn't use these. The other plus is that they are pet friendly which is great! less
LegacyGuestRelations, Guest Relations Manager at Best Western Plus Angel Hotel, responded to this review
Hi, thank you for choosing to stay at The Best Western Plus Angel Hotel and for taking the time to leave feedback on your experience. We greatly appreciate all feedback as it helps ensure all of our guests receive a positive experience.
Our clean and modern bedrooms are well appointed and it is our desire to provide our guests with a comfortable, home from home experience. We are extremely proud of the warm and friendly welcome that all guests receive.
It was great to read that you enjoyed our complimentary WI FI, nice sized and modern bedroom. comfortable king sized bed. We are currently focusing on our food quality and will ensure that your comments are passed onto our team
I was sorry to learn about the housekeeping issues you experienced in your room, this is not our normal standard and I was surprised that these issues have happen as the maid who cleaned your room has been with us for some time and is not someone who previously has been a concern. Please rest assured I will be spot checking bedrooms more frequently myself and will discuss this again with the Maid and Head Housekeeper.
I have also asked my Head Housekeeper to keep a closer eye on the member of staff who cleaned your room to ensure that basics such as the hovering are not missed, furthermore I will be discussing your comments with the staff member concerned ASAP as this is obviously not the standard we or our gusts would expect from the hotel.
Thank you for staying with us and we look forward to welcoming you back to the Hotel on your next visit to Chippenham.