Best Western Plus Delmere Hotel

Dear Guest, On behalf of our entire team, I would like to apologize for not exceeding your expectations. Your satisfaction is important to us. We do not know if the room you stayed in was booked by yourself or by an agent, but it was not booked by the hotel. We simply followed the instructions in the confirmation we received from Best Western. You should have also received a confirmation email, in which you can see the total price for your booking. I have also checked your room billing and credit card receipt (both signed by you). The amount you paid by credit card is the amount showing in your bill, which matches the amount on the reservation confirmation, so we have not overcharged you. In regards to the size of the bedroom, please note that our property used to be a Victorian house, which was converted into a hotel, hence the reason the rooms are compact. You booked a cosy single room, which is our smallest room type. Nevertheless, we have other room types available, such as double or executive double, which are much more spacious. Please note that all our mattresses are of a very high quality and the mattress sizes are as per the British standards. I hope that you will consider staying with us again so that we can have another chance to provide you with a superior experience. If I can provide any assistance, please don't hesitate to contact me directly at 020 7706 3344. Sincerely, Yenny Souto Lopez General Manager

Dear Guest, Thank you for taking the time to submit a review for our hotel. We are very pleased to know you enjoyed your stay with us. Our housekeeping Team would like to thank you for noticing the cleanliness of the rooms and, our front desk Team would like to thank you for acknowledging their efforts to provide an outstanding customer service. In regards to your comments about the breakfast, we would like to know your thoughts about how we can improve. Unfortunately we cannot offer English breakfast, but we believe we have a wide variety of items available, including freshly-baked croissants, different flavours of porridge and muffins, crumpets, American pancakes, freshly-made fruit salad, a variety of cheeses, jams and breads, boiled eggs, cereals, etc. Our drinks include fruit juices, hot chocolate, a wide range of teas and coffees. If you would like to send some further feedback, please email us at reservations@delmerehotel.co.uk. Best regrads, Yenny Souto Lopez General Manager

Dear Guest, Thank you for your review. We are very sorry to hear that you were not satisfied with your stay. In regards to your comments about the staff, I am very surprised to hear you were not pleased with the service provided, as we constantly get compliments from our guests. We have trained our staff to be polite and courteous, ensuring our guests receive optimal customer service. I would like to emphasize that we have never blamed any of our guests for hotel issues. Despite of the fact that the room you were allocated in was in the lower ground floor, you did not experience any problems while staying with us. There is actually nobody to blame, as there was not a problem. The room you were given was an executive double room, which is the room type you booked. We have executive double rooms throughout the building, including the basement, but all the bedrooms have the same standards. In fact, the rooms on the lower ground floor are a bit more spacious and also quieter. Since you were not satisfied with the room being located on the lower ground floor and we were fully-booked, my colleague offered you the possibility to move to a standard double room on a higher floor. You agreed to change rooms for the same price. When we moved you to a room on a higher floor, the room you vacated was not sold for a higher price. As we were fully-booked, we had to upgrade a guest who booked the double room you stayed i, to the executive double room you did not like. In regards to the lack of signal on your mobile phone, unfortunately this is something beyond our reach. We cannot control the coverage of mobile networks. Nevertheless, we have high speed Internet access in all our bedrooms, including the ones on the lower ground floor. If I can provide any further assistance, please don't hesitate to contact me at 020 7706 3344. Best regards, Yenny Souto Lopez General Manager