Family stay, whilst attending a wedding
19/03/2019 Compass01363198904, Manchester, United Kingdom
As our stay was due to attending a wedding, we didn't need to use the room until the end of the day. We had a family suite which consisted of a room for us (parents) which lead into a room for our chi... more
As our stay was due to attending a wedding, we didn't need to use the room until the end of the day. We had a family suite which consisted of a room for us (parents) which lead into a room for our children. The rooms themselves were nicely decorated, spacious and overall we were happy. The children's room however was freezing due to a broken window which could not be closed properly. Also, due to this, the carpet around it was wet as the window had let rain in. The children ended up sleeping with us as their room was so cold (and also noisy due to the fact the window couldn't be shut) This also scared them as wasn't secure. We paid the rate for both rooms as a package yet could only use one. We reported this at reception the following morning but felt like they didn't feel it important to resolve the issue with regards to our experience. They said they would get maintenance to look into it, yet that doesn't help to ease our experience and leaves you feeling let down as a customer. We paid the full rate, as we're told we would have to (and if the issue hasn't occurred we would have thought it was definitely worth it). The reception said we would be contacted after we left but to date nobody has contacted us. Disappointed as would make me think twice about using a Best Western in the future. The stay is not just about the hotel, it is also about the customer service and your value as a guest. less
Hotel_Mgr_Samles, Guest Relations Manager at Best Western Plus Samlesbury Hotel, responded to this review
Thank you for the review - we have taken the time to discuss this direct with you further.
Samlesbury Hotel Team