22/01/2016 Lizzie S, Bristol, United Kingdom
Where do we start? We had arrived after attending our Grandmothers funeral, hoping to have a relaxing evening. We had been booked in for February, not January. Not much of an issue, as they had spare ... more
Where do we start? We had arrived after attending our Grandmothers funeral, hoping to have a relaxing evening. We had been booked in for February, not January. Not much of an issue, as they had spare rooms, mistakes happen.
We headed over to the Imagine Spa, which is the only gem in the 'Hotel of hell'. The therapists were very skilled, very sensitive and practically perfect. Thank you Hannah and the other girls!
After a long day my sister stayed in the room to receive room service. Myself and my Mother booked a table at the bar. Over an hour later we still had no food and no explanation as to why. We asked how much longer this would take, to which the response was a while!? We decided to cancel the order and after an apology from one kind waiter we headed back to our room with a bag of free crisps each...woohoo! Clearly not worth the 2 AA's they boast about. We got back to the room, my Mothers bag was not there, after being told it would be brought over.
The beds were comfy. The room was incredibly noisy, woken at 1am by next door having a bath. Wi-fi was non existent. Room was set up for 2 guests, even though we booked for 3, eg. 2 towels, 2 glasses, 2 robes etc.
Upon check-out the real downfall of this hotel became apparent when the Duty Manager tried to deal with our issues. It is obvious the hotel has a blame culture between its staff. Nothing was the Duty Managers fault because 'she doesn't move far from the desk so cant deal with restaurant issues'. Staff lie to eachother, the lady at rerception had no idea she was meant to bring the bag over (yes she did) the restaurant had informed us it would be a long wait (no they didnt). The Duty Manager concentrated alot of the complaint on the fact the government make them cut down on towels for the environment. For one guest they provide 1 towel, for 2 guests they provide 2 towels, for three guests you are meant to check the wardrobe for the third towel??? I could go on, the staff attitude , especially that of the Duty Manager was the worst we have ever received.
Overall an awful experience. less
Tony M, General Manager at BEST WESTERN PLUS Cambridge Quy Mill Hotel & Spa, responded to this review
Thank-you for your review. Please do accept my apologies for any shortcomings you may have experienced during your stay and rest assured this is not the normal standard of service at Quy Mill. You have mentioned some key areas to address and the relevant department managers have been spoken to, to ensure there is no such lapse in service in the future.
Thank-you once again, such feedback is a valuable way for us to monitor and improve our operation as necessary.