Stay away from this place!!!
My mother and I stayed in a room with two twin sized beds for seven nights. The room did not have a refrigerator, both the room and bathroom were very small, and breakfast was not included. We had pow... more
My mother and I stayed in a room with two twin sized beds for seven nights. The room did not have a refrigerator, both the room and bathroom were very small, and breakfast was not included. We had power issues one night but the staff was able to fix it within a reasonable time. Our request for new towels and bed sheets were never fulfilled. But what really ruined our stay was discovering our souvenirs were missing the day before we left. We remembered where our souvenirs were located before we left for the day and before the cleaning staff came to our room. When we returned in the evening and noticed which items were missing, we immediately reported it to the front desk. The staff on duty said she couldn’t do anything about it but left a note to the manager. We checked out the next morning and talked to the manager who couldn’t fathom the possibility of her staff taking anything and even suggested we were lying. When we tried to get a further explanation, she replied “this conversation is over” and then just walked away without even apologizing. Extremely disappointed.
There are plenty of other hotels around Paddington Station, I recommend staying at any other establishment before choosing this rubbish place. I’ll say it again DO NOT stay at the Best Western Plus Delmere Hotel. less
Best Western Pl... D, General Manager at Best Western Plus Delmere Hotel, responded to this review
As you reviewed our property after your mother did the same, I have just copied the same answer I sent to her.
Please note that I never said you were lying. I just tried to explain (while your mother was shouting at me) that there was no reason or proof to believe that our staff members would take anything form your bedroom.
Answer given on previous review:
Thank you for writing regarding your recent stay at our property.
First of all, I would like to explain that prices vary depending on the season and room type you would like to book.
In fact, you got a great deal for our fantastic 3-star boutique hotel in central London, as you only paid £100.56 for the 1st night and all the other 6 nights were £88.66, £88.66, £76.76, £68.42, £88.66 and £76.76.
I also would like to explain that we offer the possibility to book stays with and without breakfast.
If breakfast is not included in the room rate, it can be purchased at the hotel.
You booked a standard twin room, which unfortunately does not have a fridge. The only bedrooms which have a mini fridge are the executive double rooms.
Nevertheless, our reception staff would have been happy to store your items in our hotel fridge.
We constantly do this for all our guests, when they request it.
You complained saying that your linen was not changed during your stay, but I checked this with our housekeeper and she confirmed to me that it was changed.
We have cleaning records of all rooms and, we could see your linen was changed on the 3rd day of your stay.
You also said to the receptionist on duty that a mini bottle of gin was missing.
We asked the 2 room attendants who cleaned the bedroom, as well as our housekeeper and they all confirmed that they saw the mini bottle of gin, but they never touched it.
We have no reason or proof, to believe that our honest staff members would do something like this.
Our hotel policy is that in stay-over rooms, we do not touch or move any personal items and, this policy is thoroughly followed by our personnel.
When you were leaving and came back to the hotel to pick up your luggage, I tried to speak to you, but you were shouting at me and being unreasonable.
You said you wanted to speak to the manager and, when I told you that I was the manager, you continued shouting at me.
I told you politely that we do not tolerate this behavior against any members of the staff and, I would not speak to you anymore if you did not stop shouting.
As you did not want to calm down, I told you that our conversation was over.
I went back to the reception area and you then left the hotel angry.
Normally I would have finished this message saying that I hope that you will consider staying with us again so that we can have another chance to provide you with a superior experience, but in this case I think we can never make you appreciate our good product and the excellent customer service all our staff members provide.
Yenny Souto Lopez