Customer service at its absolute worst.
I booked this hotel through holiday extras to leave my car at this hotel for a week and for my family to sleep at the hotel for 1 night on our return from a night flight. Upon arrival, the staff were impolite, unfriendly and unhelpful. I figured they were just having a bad day. When we arrived at the hotel after our night flight, it was approximately 2am. The man on the desk checked us in and then told me breakfast is between 6.30 and 9.30am. I asked him if breakfast was included in my package and he looked at something and said "YES". I had booked this hotel and parking almost one year prior to actually going, so I was surprised when the night desk clerk told me we had breakfast in our package. He told me check out is at 11am. When we finally got our kids off to sleep it was 3am. I decided to wake our children at 8am so they could eat breakfast before check out, since the last meal we ate was lunch at our hotel in Fuerteventura at 1pm the day before. None of us had slept well as the beds were extremely uncomfortable. The room we had on the third floor was extremely hot. I wasn't comfortable sleeping with open windows since I didn't know the area.The standing fan that was in the room was filthy and covered in dust and since the room was so tiny we would have all inhaled the filth from the fan, so using that was out of the question. So, after not much sleep, I woke my kids and we staggered down for breakfast. We walked up to a small buffet that appeared to be in need of restocking. A waitress approached us and asked me what my room number was. She looked us up and down and had a slight scowl. My children commented later and asked why she looked at us that way. We then went and put a single sausage on our plates. (My children aren't big eaters and would have probably only eaten one sausage and one slice of bacon with toast.) There was no other cooked food apart from one dried up egg so we stood and waited for the chef to bring more food. Then the waitress reappeared and in front of other guests she said "Breakfast is not included in YOUR package, so we will be charging you £12 per person for breakfast". I felt embarrassed as I knew we all looked exhausted. My kids stood there looking half asleep with one sausage on a plate. I asked her if she was sure because of my conversation with the night desk clerk and she scowled and said with an attitude "yes, but it's not my fault". We were exhausted and hungry but after the pompous attitude of the waitress, feeling embarrassed in front of other guests I wasn't going to give this hotel another penny. I went to the front desk and told them what happened. A receptionist called Kay looked very compassionate and started suggesting they may be able to do something. Then, another extremely impolite cold receptionist called Davina looked very happy to say "It's not in your package there is nothing we can do". My husband and I have travelled extensively and worked in the Pacific, Americas, Europe and Africa and I have never EVER experienced such rude staff in any hotel. This was by far the worst customer service I have ever experienced. We had just returned from week at a wonderful hotel in Fuerteventura with exceptional, outstanding customer service. But I must say, one night at Yew Lodge Best Western sucked the happy right out of me. However, I smiled as I watched my kids enjoying their McDonalds breakfast on the way home, soon after leaving the Yew Lodge! less