The outside and grounds of the hotel are lovely. As the hotel is a Best Western PLUS, we were expecting good service and a warm welcome. This was not the case. Upon arrival we were greeted with "yes?" at reception and no offer of being shown to our room or around the hotel. The receptionist did the bare minimum and made no effort to make us feel welcome.
There was little attention to detail in the rooms. The room was very dusty and in fact so was the whole hotel! The hotel was nowhere near full, so the staff can't really be excused for this reason. Facilities in the room were also lacking - there was no DVD player, fridge, or complementary water (basic things that you would expect for the price we paid!). Everything was very basic. There was a broken picture frame, an old grotty shower curtain, dirty edging around the bath.
Newspapers were rammed under the door by the staff early in the morning, waking us up! We didn't even get our newspaper the first morning. When we asked about it, the member of staff just said "oh, we forgot", no apology!
The breakfast was incredibly expensive, especially considering that basic value range ingredients were used! It was very obvious that the ingredients were of poor quality. The "hot" buffet food was cold, and although there was a menu where breakfast could be cooked to order, staff never asked us if we wanted anything from this menu. A sign on the menu read "continental and English cheeses" - Babybels were served! When we asked for toast, we were given one slice each. When our tea and toast arrived, the waitress simply slammed them both on the table, said "Tea. Toast" abruptly then went away! Nothing dirty was collected from the tables, and as the tables were quite small, this made everything quite cramped. When we asked one waitress to be seated on the first morning, she was very snappy and expressed her annoyance at having been asked to help a customer! Very poor service. Few of the staff wore name badges, so we can't name-and-shame!
My daughter, on hearing all of this, rang the manager, Martin, to complain. After their phone call, a man (who did not introduce himself, did not wear a name badge and came into our room looking dishevelled with his shirt hanging open) came into our room and gave us a bottle of champagne. Even he did not apologise for the poor service, just plonked the bottle down and left! He said "your daughter's rung and complained" and little else. If this was the manager, I'm not surprised the other staff were so lacklustre!
We just wanted to go away for a few nights with minimum fuss for a bit of relaxation, but unfortunately we were very underwhelmed by our stay. I've had better service at a Premier Inn - I'll go there next time and save myself some cash! less