Nice Hotel ~ Confusing Offers ~ Ask For Terms Before Staying
15/10/2019 spikefire, Darrington, United Kingdom
Check in took a good half hour as our pre booked twin room was not available ~ we were upgraded to a superior room which was very nice but was huge with 4 king sized beds ~ Not very cozy for just the ... more
Check in took a good half hour as our pre booked twin room was not available ~ we were upgraded to a superior room which was very nice but was huge with 4 king sized beds ~ Not very cozy for just the 2 of us . The TV wasnt working properly so had to call the night porter to sort it out. Went for the carvery at the attatched resteraunt /bar just 20 minutes befor the carvery closed down ~the food was only warm & we asked a waitress if she could warm it up to be told the food is always hot which felt a bit patronising , she did eventually take it to be heated but it still wasnt very hot but i didnt fancy bothering her again. The offer we stayed on was very confusing / missleading & it cost us an extra £24 & we didnt get a breakfast which we could have had ! The offer was not explained & tere were no terms & conditions shown. After checking out we were feeling quite dissapointed with these problems we encountered in the restaurant so we decided to call back to the hotel & share our concerns with the manager in person who listened, apologised but didn't really seem that bothered with any of the problems which just left us feeling a bit fobbed off less
Rogerthorpe, Owner at Best Western Plus Rogerthorpe Manor Hotel, responded to this review
I would firstly like to thank you for your review regarding your visit to us and I appreciate the time you took to write this.
I am delighted that we have been able to resolve the issue for you and you have been so pleased with the outcome that you are staying with us again this Friday and have recommended us to your friends who are also staying with us.
We very much look forward to seeing you again this week.
If I can be of any further assistance then please feel to contact me at the Hotel.
Marketing & Customer Service Manager
Rogerthorpe Manor Hotel