Poor Customer Relations from Management
29/09/2015 Rich944, Maidstone, United Kingdom
Stayed at this hotel for the week-end to celebrate the wedding of our niece, we were a party of four. A member from our party had to depart the hotel at 6.00am we therefore requested the possibility ... more
Stayed at this hotel for the week-end to celebrate the wedding of our niece, we were a party of four. A member from our party had to depart the hotel at 6.00am we therefore requested the possibility of having a "take-away" breakfast prepared for this time. We were pleased to be told this was not a problem. Unfortunately the next morning the breakfast was not ready and asked to wait twenty minutes for it's preparation. It was not possible to wait so our friend had to leave without the breakfast.
I later wrote to the General Manager to obtain an explanation n and an apology, sadly to this date I have not received the courtesy of a reply.
It is a pity or stay at the Leyland Hotel w as marred by our experience with the Management of the hotel, since all staff we dealt with were helpful and very friendly
I have to say that the food we had during our stay was of very good quality and was very tasty. less
gm_leyland, General Manager at BEST WESTERN PREMIER Leyland Hotel, responded to this review
Dear Rich 944,
Thank you for your review and I pleased that on the whole you enjoyed your time with us at the Leyland Hotel for such a happy occasion.
I did receive your letter however unfortunately you had omitted any postal address or email address to respond to and I did not want to disturb your niece to get this information.
I really can only apologise that your friend did not receive what was asked of us. It appears that this was not passed over to our night team who would have been preparing this item. It is not an uncommon request as we have many clients that stay here on business and we provide this regularly. This was an error on our part and it is regretful that this has marred he whole stay on what was otherwise seemed to be a pleasant weekend for you.
If you would like to pass on the details of the member of your party that has been aggrieved I will happily apologise to then directly also.
My email address is email@example.com.
I am sorry once again.