Seriously understaffed hotel with unsolved hot water supply issues
06/11/2018 Raquel669, San Diego, California
The hotel is below the standard of a Best Western in the US or a 3 star hotel in Europe. It is rather old and tired. Worst, we were there three days and we only had hot water one day. One day they se... more
The hotel is below the standard of a Best Western in the US or a 3 star hotel in Europe. It is rather old and tired. Worst, we were there three days and we only had hot water one day. One day they sent us to the spa, where there was hot water, but no human attendant, so it was very hard to find anything, as it nothing obvious to the first timer's eye. The last day we were transferred to a lower class room, but received no compensation for the downgrade. While one of the staff persons did all she could, a young man who introduced himself as the manager was extremely rude and insisted that "we, the customers, just HAD to understand" that they had a problem and did not care at all about the problems caused to the customers. In addition, since this is an understaffed facility, there was seldom a person at the Reception and nobody answered the phone when we call "Reception", regardless of the time of day. The worst hotel in a month-long stay in Europe less
bwmarina, General Manager at Best Western Plus Dover Marina Hotel & Spa, responded to this review
Thank you for taking your time to write to me with regards to your recent hotel experience.
Being a grade two listed building which is 187 year old, our rooms will be getting new bathroom fittings, water pressure system, air condition, window treatments, carpeting, in-room accessories, and much more! In taking great care of our charming hotel, our main priority is to be able to offer a very well-maintained and comfortable atmosphere.
I was disappointed to receive your feedback, and as such, I would appreciate if you could give me a convenient time to discuss your disappointing experience in detail. My email address is firstname.lastname@example.org.
In the meantime, please accept my sincere apologies for your disappointing experience.
I look forward to hearing from you soon.