2 star hotel pretending to be 4 star
08/10/2017 928JohnF, Henley-on-Thames
Someone should tell Best Western that spending a fortune on rebuilding a hotel to look like a 4 star hotel, in itself doesn't make it one. The management need to know what level of service customers ... more
Someone should tell Best Western that spending a fortune on rebuilding a hotel to look like a 4 star hotel, in itself doesn't make it one. The management need to know what level of service customers get from other four star hotels. (Anna take note). So when we checked in after a six hour drive and were told the restaurant was closed for a private party, we were waiting for the offer from the hotel to make everything alright, and all we got was (quote from Anna) "we told booking.com it was closed tonight, didn't they tell you?" When what she should have said was, Sorry we have closed the restaurant at short notice, but we have arranged for a local taxi to take you to and from a town centre restaurant of your choice. Instead we were told, "you can get a take-away delivered here and we'll provide a plate, knife and fork." Having chosen to have the financial gain of a private party of 50 diners, the hotel management should have made sure that that decision for their benefit, did not reduce the facilities/service provided to other guests. Despite the fact that we regularly drive up and down the nearby autoroute we will not be making a return visit. Which is a shame because I intended to review the restaurant having heard good things about the food. No restaurant, no review. less
yves r, Owner at Best Western Plus Clos Syrah, responded to this review
Mr & Mrs FRAMER,
Following your return, we wish to respond to your complaints and allegations.
I am Mr RUSPELER Yves, owner of the establishment. We would like to tell you that Bestwestern did not spend a fortune in the works, I did. You have stayed in my establishment where I decide on renovations and opening hours of my restaurant. We had the Bestwestern control in August, we respect all the criteria of the chain and we would like to inform you that we are now Bestwestern Plus 4 *. We fulfill all the criteria of a four star, where there is no obligation to have a restaurant on site. You question the classification of our hotel but yet you do not mention our rooms or even the breakfasts which were offered to you ... The staff of our reception is present on site 24/24 to answer all your requests.
The receptionist on arrival informed you that our restaurant was closed on Sunday evening, and that an email was sent to you via Booking.com (it was sent on September 25th at 4:33 pm, we have written proof on Booking) and not that Booking would warn you. But we would like to inform you that the mention of our restaurant closed on Sunday is written on the site of Booking & Bestwestern. No, we did not close our restaurant suddenly as we had a group. The closure was planned since JANUARY 2017 ... We had the exceptional request of a group that we decided to honor. So our receptionist was not going to inform you about a change in our closure as there was none and she can not offer a taxi to ALL the guests of our hotel who do not read the important information on the website. She tried to find the best solution, she advised you a restaurant downtown that you declined instantly just by hearing the word downtown. Therefore, she advised you the best solution following your request not to move being to have you deliver a meal within our establishment. And she could very well have offered nothing (plates or other) but she did it out of sheer kindness to try to bring you a solution. We have never reduced the quality of our services to a group.
We would be delighted to welcome you again to discover our restaurant that you could not taste but that is at the heart of your concern.