Dirty unhygienic poor customer service
Put in a pet friendly room when have allergies and asthma, blood stained mattress topper, no hand wash, poor customer service and bad attitude, bribed with money to not put bad reviews,room dusty,cob... more
Put in a pet friendly room when have allergies and asthma, blood stained mattress topper, no hand wash, poor customer service and bad attitude, bribed with money to not put bad reviews,room dusty,cobwebs and carpet full of dog hair. Only solution was for them to hoover room not change us. When complained we just got excuses and and tried to justify the blood stain.. 1 of our group had to sleep on it due to another 1 of our group being took to hospital.. sofa bed in room was not able to sleep as it was broke and the girl being 5 stone even sunk through the bed mattress had no support so not fit for the sofa bed. manager tried to state only for a child yet she knew we was 4 adults staying and also I have kids there's no way they could of slept on that so mattress ended up on floor we didn't see the blood until the morning as after the traumatic experience we just wanted to chill out and the girl who slept on the matress just went straight to sleep. In the morning when packing and tidying up I noticed it and the girl ran to the toilet and threw up! We couldn't believe what we was seein look at picture does that really look like coffee to you? The manager seems to think so and we was like that is no way coffe.. if coffee was spilt then would of spreaded more ect! after trying to complain to customer service and spending nearly £500 for 2 nights there justification was £60 even knowing 1 member didn't even stay the 2 nights or no meals or breakfast as she was in hospital. Emails I recieved shown no remorse just stating because ambulance was called and a member of staff was talking on the phone telling them what was happening apparently thats good enough for being OK with the fact the girl is now having to get checked for hiv ect cause she's worried she could of caught something. Hair in beds as well. All in all spa great can not fault the massages ect best part and pool and jacuzzi. The room we was in and the customer service has now made us never to return! And still feel disgusted. less
Yvonne Hyde, General Manager at Best Western Premier East Midlands Airport Yew Lodge Hotel, responded to this review
Dear Jodie M
I will address the points as you raise them. I'm sorry that you found a mark on your mattress topper and that there was some evidence of hair. With regards to the dust and cobwebs you speak of, the rooms are cleaned to a very high standard, however due to the pandemic rooms are on occasions not used for a few days or a week and slight dust and/or cobwebs can occasionally build up. All of the above was apologised for and £60.00 compensation given.
Regarding My Duty Manager bribing you, what was actually said by you was that 'you would rather tell us than write it on Tripadvisor' to which my Duty Manager replied 'thank you, we would prefer that too'. You have since written to our Milan office and when I replied to say I thought the compensation was adequate you also threatened me with 'Tripadvisor' a tool you have used twice and both for 1 star reviews. TripAdvisor should be a tool used to give feedback good and bad, not a tool to punish businesses who do not give you what you want.
Regarding the bed settee, that was not meant to be used as a bed settee as 4 of you had 2 rooms with 4 beds. You said you pulled that bed out after your Sister-in-law went to hospital, that is incorrect, you pulled that out before the incident as when my Evening Duty Manager went up to get your Sister-in laws shoes with your other Sister-in law the mattress was already pulled out and on the floor.
Regarding the meal and drinks you say you did not have. You are correct the incident which meant an ambulance was called happened right in the middle of your meal. I personally said to you, as did my Evening Duty Manager that we would re-cook any meals. The drinks were still all there but we offered additional drinks. Your Sister-in laws incident was not the fault of the hotel or anybody else's fault but we tried to make the best of the situation. You refused further food, however accepted our offer of additional drinks to the value of £37.25.
Regarding what you paid, You did not pay £500.00, you paid less than £100.00 each for a 2 night stay including treatments (no issues) 2 breakfasts (no issues) Dinner (No issues of our doing) I'm not sure what your comment is relating to the coffee, my Duty Manager in the morning got you complimentary coffees to the value of £8.85, she left you twice. Once to look at the room and look at how much you had paid and the second time to get your coffees.
You evidently want to punish the business, which I feel is unjust when I feel we gave you an exceptional duty of care and compensated you for the issues raised after you had been in the hotel for 2 days.