I have been reviewing on TripAdvisor for a long time, and have written over 70 reviews. I do not give low-star reviews very often, but when I do, it is, in my opinion a fair review. Please do check my other reviews if you need to.
We attended a wedding at the West Retford Hotel and as I have no idea how much our friends paid for this, I can't comment on whether it was good value or not. Everything seemed to go smoothly as far as I could see. I can't really give a fair and honest review about the comfort of the bedrooms either, as although we were booked into Room 44, we didn't get to sleep in it as the room was burgled whilst we were at the wedding reception.
This review is aimed at the customer care and attitude shown by management and owners, and also to point out the very poor security measures taken.
Room 44 is a ground-floor room in the building to the left of the main hotel. I was a bridesmaid at the wedding so spent most of the morning in the Bridal Suite. We checked into Room 44 at around 3pm, and my husband left his holdall in the room, I transferred my bags from the Bridal Suite to Room 44 at around 7.00pm. We literally dumped our bags, used the bathroom and went back to the reception.
We we returned to Room 44 at 1am we found that the room had been entered, My holdall had been opened, searched and the contents strewn across the floor. My handbag and purse were missing. Also taken were car keys, house keys, a bottle of Proscecco and my husband's holdall containing all of his clothes, medication and phone chargers. The window was open. We had NOT touched the window when we were in the room earlier.
The night staff on reception were very good. They called the Police and made hot drinks for us. We declined the use of another room, I was very upset and to be honest, really didn't want to stay there, but we had to wait for the Police to arrive. The night staff looked through the CCTV images that they could access, but could find nothing. There are more CCTV images, but only the owner of the hotel can access these. The night staff emailed the owner to let him know what had happened.
The Police finally arrived at 4.30am and we gave our statement. The night porter told us that the hotel were aware of the gap in the fence surrounding the lawned area behind our room, and that members of the public had been using this to get through and cut through the grounds.
The window in Room 44 is an old-fashioned, wooden framed, single-glazed unit with no security locks, The CCTV cameras on the walls outside the room do not cover the windows or the fence.
The night porter asked us to leave our contact details as he said that he was sure that the owner of the hotel would contact us in the following few days.
We got a lift home at 5.30am and returned the following day to collect our car. We asked to speak to the manager. The manager informed us that they had not heard about the additional CCTV images yet, but would get back to us. We received a phone call from a receptionist later that day to let us know that CCTV showed nothing.
We heard nothing at all from the hotel for the next week. We had expected, at the very least, a follow up call to see if we were OK, just out of courtesy.
I emailed the hotel over a week later, just to let them know that we were disappointed at the level of care and concern shown to their guests, and were disappointed that we had heard nothing from them. We also expressed our concern at the poor security, i.e. the hole in the fence that the Hotel were aware of, the insecure windows and the poor CCTV coverage. We were NOT seeking compensation in any way shape or form, and would not expect it.
I received a quite off-hand response from the Assistant Manager, in which she seemed to imply that the burglary was our fault, and that the Police had confirmed that access to the room was gained due to an 'open window'. She also said that the Police had confirmed that their security measures were adequate and disputed the fact that the Hotel had not been in touch with us as she herself had seen us the next morning. She then went on to offer us Afternoon Tea as a goodwill gesture.
To be honest, I was just going to leave it at that, but my husband did respond to her message as he was angry that we seemed to be getting the blame for the incident and pointed out:
1. We did not open the window. If the window was unlocked, then it was left that way before we checked into the room. We had no reason to open a window, we were only in the room to leave our bags there, it was a cold evening, I was wearing a strapless bridesmaid dress, I was cold. We certainly did not go around the room checking that it was secure - why on earth would we do that in a Hotel that charges over £100 per night?
2. I am surprised that the Police consider the security arrangements to be adequate as they are quite clearly not. If they were, then the room would not have been broken into. If they were, then the Hotel would have CCTV images showing the break-in.
3. Yes, the Assistant Manager did see us on the morning after the break-in, but only because we asked specifically to see her when we returned to collect our car.
4. We will not be visiting them for a 'goodwill' Afternoon Tea. We will not be visiting the Hotel again, and would advise anyone who books a room there to make sure that their room is secure, especially if they are given a ground-floor room
Our letter was not sent to the Hotel in the hope of receiving some sort of compensation or freebie. We are not that sort of couple. The letter was sent to inform them that we were disappointed about the level of care shown to guests who were very upset and distressed to find their belongings had been stolen from their room
It is clear from reading other reviews of this Hotel that the owner responds to any lower-star reviews. I expect that he will respond to this too. It's just a shame that he didn't bother to take the time to contact us after the break-in. Just a short call to find out how we were would have made such a difference. less