Extremely loud music/noise from function
04/03/2019 J9O, UK
Made a last minute booking via Booking.com to stay here. We contacted the hotel on the morning of our stay to check on the room facilities as there were no pictures on Booking.com and the only facilit... more
Made a last minute booking via Booking.com to stay here. We contacted the hotel on the morning of our stay to check on the room facilities as there were no pictures on Booking.com and the only facilities listed were ‘toilet paper’. The hotel replied promptly and also informed us that they had a function on that night that would finish at midnight. It’s not unusual for hotels to have evening functions and as we are not light sleepers we weren’t overly concerned. Unfortunately we were given a room in the new ‘Coach House’ directly overlooking the function area. From around 10pm the music was insanely loud. There didn’t appear to be any soundproofing in the bedroom or the function room and people were outside the function room singing and dancing until midnight. We may as well have been at the party. We couldn’t believe how loud it was so called reception to complain. The response wasn’t great. We asked to speak to a manager but the receptionist said he could not be found. We called several times but received the same response. Told the receptionist we wanted to speak to a manager in the morning when checking out. The lady on reception the next day had not been told. She was surprised, apologised and took £40 off the bill. We were still unhappy that we had been put in a room so close to a function when the hotel appears to have no sound proofing and asked to be contacted by a member of management to discuss the matter further. We left a contact e-mail but over one week later, we are still awaiting a response. Overall the hotel and the room we stayed in were nice and the location in Wells is excellent; however, I would advise against staying here if they have an evening function. less
BWSwanHotelWells, General Manager at Best Western Plus Swan Hotel, responded to this review
Thank you so much for your candid and genuine review of our property.
Firstly, I must apologise that the Manager on Duty (of which there always is one) of this site did not come and speak to you personally. There was obviously an internal lack of communication to get the message to him which is unacceptable. Please be assured that this is not our normal level of guest care.
Sadly, due to the unseasonably warm evening, it would appear that on the night of your stay, the guests indeed were outside on our terraces which led in turn to sound penetration further than normal. As a 15th century coaching inn, we do whatever possible, including alerting guests to noise to minimise disruption. I am so sorry that you were disturbed so late into the evening.
Thank you for your kind words about the hotel and location. I do hope that the team in Wells will have the opportunity of welcoming you back at some point in the future. Please do not hesitate to contact me directly should you wish to return to Wells, which will afford me the opportunity of looking after you personally.