Not to be experienced again. Very Poor
09/11/2017 TheRetiredTraveller, London, United Kingdom
We are Best Western Platinum Plus Card Holders and we stayed at this Hotel on the 30th October 2017 and we were allocated Room 3, across the Courtyard from the Reception. Certainly on arrival, we had ... more
We are Best Western Platinum Plus Card Holders and we stayed at this Hotel on the 30th October 2017 and we were allocated Room 3, across the Courtyard from the Reception. Certainly on arrival, we had great hopes as it does look the part and what you would expect from a Best Western Plus. The Reception was not busy and we checked in easily and went to our Room. This was a 'cottage style' Room that was spacious. We noted however a number of things. The first that we were not offered the amenities that our Platinum Card normally gets us.That should have rung some alarm bells as this is supposed to be a Best Western PLUS establishment. In the Room, we noted that no water had been provided. The bathroom amenties had been laid out for only one person and not the 2 of us. As we were only here for one night for a meeting, it was just enough. The room safe was locked shut and unuseable. As we needed it, I strolled across to the Reception and informed the lady who gave me an overide code of '777'. Went back and tried it and it did not work so telephoned the Reception and she said she would be right across to sort it out. After 30 minutes, no response. My wife went to get some documents from our vehicle and went to reception to ask them to attend. The lady on reception stated she had forgotten about it and came across. Together we managed to get it working. But we had to keep asking to get it remedied.
In respect of the 'chalet' rooms, they are adequate BUT, and you will need to remember this if staying, the walls are paper thin. This can lead to a disturbing night depending on what activities take place in adjoining rooms..... Also in respect of the bathrooms. The hot water for the shower can be an issue. As these rooms are set away fro the building, the water will take an absolute age to warm up. We had to leave the shower running for 10 minutes and use the other hot taps just to draw the heated water to the taps and shower. The wifi is good and can meet your business needs when staying.
That evening, we met our friend at the Hotel and had a drink in the bar area and also ate in the Restuarant. The gentleman serving in the bar and for that matter, he also worked the Restuarant was very good and very helpful. The bar selection is reasonable but most certainly not extensive. The Restuarant food and the place itself was good and an enjoyable place to be. The only issue can be that some of the serving staff appear to have had no training whatsoever. At one point we were in discussion and she delivered some food but basically was leaning across in front of diners around our table which we have not seen happen for a very long time. In fact it was wholly wierd as her upper torso leant across the front of my male colleagues face.
When we left we decided to get some water for our room. Initially, they actually tried to sell us some but eventually gave my wife a pitcher of water so we could take it back to our room ourselves. Not a good standard of service.
Breakfast in the morning was very good indeed. The food was well presented and kept well on the hot plates and the young ladies serving in the area were very good, helpful and professional.
When checking out, you will need to monitor your billing and the process they adapt. They tried initially to charge twice for the room but were pointed to the fact we had paid in advance. Secondly, the deposit on check in for additional services was the amount that they took. The fact was that in reality, we had spent £19 LESS. This means that you have to ensure to either be charged the correct amount or that you press them to ensure a refund is made and keep your receipts. I suppose what our experience showed that this is not the place to arrange 'high speed check outs' unless you have a finance department that reviews your expenses later.
For us then this is not a place we would use again. There are better options in the area. The business colleague we met has stated that this has only recently taken up Hotel Status. Lets hope for their sake they can up their game. They require 'happy guests' not 'no guests' to succeed. less
John W, General Manager at Best Western Plus Hever Hotel, responded to this review
Thank you for your review of the Best Western Hever Hotel. We are disappointed that you did not enjoy your stay with us and as a Best Western card holder did not get the amenities that you expected. Please be assured that this has been shared with my management team who will in turn be sharing with their teams to make our customer experience better in the future. Thank you for you kind comments on our breakfast which I will pass onto the kitchen brigade.