Not great customer service
08/01/2017 CambCB1, Cambridge, United Kingdom
We arrived late (after 11pm) after a long drive. Our room was a good size but was the same temperature as the car park as there was no heating on. Once we put the radiator on it took an hour to heat t... more
We arrived late (after 11pm) after a long drive. Our room was a good size but was the same temperature as the car park as there was no heating on. Once we put the radiator on it took an hour to heat the room. The bathroom had a very unpleasant smell of drains. The bed had only a blanket and a sheet on which for January was a bit optimistic. We asked reception for a duvet as we were so cold. After a while a member of staff came into our room to check it really was cold before agreeing it was and getting us a duvet. We asked for breakfast in our room and were really disappointed when it came. A cold croissant, over stewed tea, corn flakes (but not enough milk to eat them) and a very small glass of orange juice. On our next morning we went to the restaurant for breakfast. The full breakfast my husband had was fine, but the smoked salmon and scrambled eggs are one to avoid. We asked for our room to be made up on the first day and came back to find it had a cursory visit from the house keeper with no replenished toiletries, tea and coffee making facilities and croissant all over the floor. We explained to reception that we were disappointed and that the bathroom still smelt, but they didn't offer to rectify it. On our second day we also raised the issues with the Deputy General Manager who offered to refund our breakfast. On the plus side, the hotel is set in a beautiful part of the world and we would love to come to the area again to visit, and there is free wifi.
, Manager at BEST WESTERN PLUS Castle Inn Hotel, responded to this review
Thank you for taking the time to submit your feedback.
I am sorry for the inconvenience caused and pleased that my Deputy was able to assist.
I hope that we would have the opportunity to welcome you back in the future and make amends.