Low ceiling, uncomfortable rooms, service below average
09/11/2019 Sorsee, Vientiane, Laos
When we stepped in, it felt like we were in central Europe instead of the UK.
We were tricked by the "upgrade" to the second floor room. They are attic-like room with very low ceiling. On the first ... more
When we stepped in, it felt like we were in central Europe instead of the UK.
We were tricked by the "upgrade" to the second floor room. They are attic-like room with very low ceiling. On the first night we bumped our heads on the ceiling several times, so we asked for a change of room. They gave us literally 10 minutes to pack our bags before calling to say we're too late, the new room has been given to another guest.
There were 8 pillows on the bed, ALL of them were old, clumpy or flatten. Sofa was aged. Linens were yellow.
For 3 nights we stayed, tea/cookies were never replenished. While the bed was made, our shoes were kicked around, scattered on the floor blocking the already narrow walking path.
Front staff lady didn't look like she wanted to be there. Interactions with her were always curt, passive aggressive and emotionless. Borderline rude. Never a smile. It's as if we are begging for free stay.
Overall unpleasant stay. The only good thing is the location, which you can find plenty similar places around town. less
Keith W, General Manager at Best Western Plus Oxford Linton Lodge Hotel, responded to this review
Many thanks for taking the time to post your review.
On behalf of our entire team, I would like to apologise for not exceeding your expectations. Your satisfaction is important to us and we will be using the feedback you gave us to implement improvements to ensure we offer a better experience for guests in the future.
The team here, deservedly, regularly receive very high praise for their service skills and your comments are not traits that are normally associated with them. At no stage were we made aware of your concerns on the bedding and housekeeping issues, but we would have been more than happy to rectify these at the time had we been asked.
You had booked the particular room type that you were allocated with a request to be on the second floor, along with many other specific requirements which we tried to accommodate for you. I can see that you were offered a move to another Family Room on the first night but you were not in the hotel at the time so we could not move you when you returned much later. On the second night you declined a room move because of your particular needs.
Keith Walford
General Manager