Like a Bad Taste in my Mouth
22/10/2019 peggy_places, Newcastle upon Tyne, United Kingdom
Stayed here with a friend as he moves around DJ so we stay in a lof of hotels in different cities.
Everything was fine until I paid for late check out which was £30 not cheap as we were going to be c... more
Stayed here with a friend as he moves around DJ so we stay in a lof of hotels in different cities.
Everything was fine until I paid for late check out which was £30 not cheap as we were going to be coming in early morning and wanted to get some sleep before our train.
Check out was 11am I paid until 2pm for late check out.
At 11.45am the housekeeping woman banged on the door and woke us up even tho there a as a do not disrub sign. She said it's check out time I tried to tell her I paid for late check out thought she understood me and then I tried to turn over and then 10 mins later she then banged again by which time we were already been woken up she was obviously dieing to get rid of us. We got up and we're that angry we didn't even shower we were gone just after 12 and absolutely knackered as a consequence. By the time we got to sleep etc it was around 7am which is why I knew this and paid for late check out and then was practically thrown out of our room. I always say it's not the problem it's how they solved it but I told the reception on my way out and explained why I was checking out early and he said there nothing he can do. no sorry no nothing just said that and that's it.
And then I called booking.com and they called the hotel and got back to me basically said they were waiting for the manager that was a few weeks ago and nothing has happened. Clearly not bothered about customers I wouldnt return next time I'm in London Ill stay somewhere else.
Pity cos the room was nice but no good if you can't sleep is it less
ReservationsBW, Guest Relations Manager at Best Western Plus Vauxhall Hotel, responded to this review
Dear Guest,
Thank you very much for taking the time to review about your stay at Best Western Plus London,Vauxhall.
After investigating, further which you mentioned we have no records of any guest paid late check-out and requested to stay until 2.00 pm. Also, we have spoken to our housekeeping stuff and they dont recall .
For us to further investigate and resolve the issue we would like you to email us your arrival date, full name and who did you pay late check out fee of £30 - have you received an invoice?
Please be kind enough to email once we received all the information the manager will contact you on your preferred communication way.
I am really sorry if you had an unpleasant stay, but we are sure this is not the way we look after our guest. Hope this will not change your mind to stay again with us when you are in London.
Regard's
Eli
Front Desk