Unhygienic and unprofessional dumpster
Visited the hotel from 3-6 December. Booked the executive double room which is the most expensive room in the hotel based on the options listed on the website. I state this with the purpose of stating... more
Visited the hotel from 3-6 December. Booked the executive double room which is the most expensive room in the hotel based on the options listed on the website. I state this with the purpose of stating that this should be their premium room. It’s a three star hotel so I didn’t have any expectations regarding the amenities or provisions. However, the one thing I need expect and demand was cleanliness. During a pandemic you would assume that a hotel would prioritise this but not this place! I stayed three nights and had to call reception to come and clean my room for two out of three rights. The only reason I didn’t need to call on the first night was because I checked in at 6.30pm and the room seemed to be clean. The next two days we travelled for the entire day only to come back to a filthy room. On day 1, my boyfriend had accidentally spilled some coffee on our sheet and duvet and nobody had changed it! The bathroom had not been cleaned at all except to change our towels. I called reception to complain and they told us that the housekeeping staff probably didn’t see the stain( the stain was on the sheet and outside duvet yet the staff couldn’t see it!?) and they can’t do anything to help us until tomorrow. When I said that this was a hotel where the rate includes cleaning, he said he could leave a sheet at my door to change myself?! I told him that this is not my responsibility as I’m a guest he told me I need to leave the room and he can come and change it himself. He was not apologetic at all. The next day we left the room for the day and came back and the room was in a worse condition than we had left it. The carpet had not been vacuumed or swept and there were pieces of debris on the carpet. We had left our used coffee spoon and cup on the table from the morning and the staff left the dirty spoon wrapped in a tissue on the dresser. The coffee cup was rinsed badly in our bathroom and left on the stand complete with standing water and stains. The bathroom and shower were still not cleaned. The clean towels are usually stacked on a rack above the toilet yet there was a loose towel hanging in the bathroom and we didn’t know whether it was clean or had been used by someone as we had thrown out dirty towels on the floor as per the hotel instructions. The cleaning staff also left their dirty rag on the dresser which made me feel like throwing up. I called the reception again and he came up and this time he seemed apologetic but said he can’t do anything as it’s just after 6pm and the general manager of the hotel is at home and wouldn’t want to be bothered with such a trivial matter. He said the best he could do was send an email to the manager and they would contact us. More than 36 hours have passed and we have not heard anything back. This hotel is part of the Best Western chain but seems to operate as an independent “hotel” as these standards are not what I would expect from a large hotel brand. I am most unhappy about the situation as during a pandemic, basic cleanliness and hygiene is not a nice to have but is a requirement. Based on their hygiene and cleanliness measures, this hotel seems to be an ideal breeding ground of germs and bacteria and definitely not a place to visit during the pandemic. In short, unhygienic “hotel” with poor management team. Don’t waste your money or health. less
Best Western Plus Delmere Hotel, General Manager at Best Western Plus Delmere Hotel, responded to this review
Thank you for your feedback.
On behalf of our entire team, I would like to apologize for not exceeding your expectations.
Our hotel aims to provide our guests with a safe and comfortable stay.
Please know that, the health and safety of our guests remain paramount, and as such, we were among the first in the industry to roll out standards and best practices to enhance our cleaning protocols at the start of COVID-19. Our hotel prides itself on embracing BWH Hotel Group’s We Care Clean™ initiative, and our trained staff are committed to ensuring the highest cleanliness standards.
Our housekeeping team works from 9:30 a.m. until 2:30 p.m. daily. Outside those hours, unfortunately, we cannot provide cleaning, but we can offer our guests fresh towels and toiletries.
I have spoken to all our staff members who were working during your stay, to ensure they maintain our high standards of cleanliness and customer service and, to better communicate among all departments.
We hope that you will consider staying with us again, so that we can have another chance to provide you with a superior experience.
Yenny Souto Lopez