Nice Staff, shame about the cleanliness
Was looking for a 1 night stop off with our grandson, chose this hotel on a wowcher deal. Glad I only paid a fraction of the price as that's all it was worth. Check in was easy lovely member of staff ... more
Was looking for a 1 night stop off with our grandson, chose this hotel on a wowcher deal. Glad I only paid a fraction of the price as that's all it was worth. Check in was easy lovely member of staff called Amy told us all we needed to know, said we had a family room on 2nd floor. Room was very dated, and definitely needed a good clean. Me and grandson slept in the double bed whilst he said grandad had to sleep in the single, poor grandad said the bed has an awful odour on checking in the morning the mattress was upside down and obviously we know why the mattress was badly stained with urine..surly this is a goid reason to throw a mattress out not just turn it.. the bathroom was in need of a deep clean and the shower curtain smelt so sour surly a cleaner can smell it and either change it or wash it. And the other thing that shocked me was a dish with loose decaffeinated teabags in it we're still in a pandemic so why would you have loose items..I hoped for better from a Best Western as I've used this chain so often before, the breakfast was nice and again the staff lovely, but I definitely won't return to this establishment. less
Leah Melville, General Manager at Best Western Queens Hotel, responded to this review
Thank you for taking the time to share your feedback. It is your feedback that we learn from and use to improve how we look after our valued guests.
We work hard to deliver an exceptional guest experience, and it's apparent in this case that we fell short of your expectations. Please be assured that I have passed on your feedback to our housekeeping and maintenance team and we are working hard to address the issue(s) you have highlighted.
We are currently in the process of purchasing new beds and furniture for 20 of our bedrooms and 10 have already been completed. We hope to have all rooms done by then end of the summer.
I have spoken with the team regarding the tea bags and you are completely correct these should never have been put in the room and was an error by the member of staff. All of our hostess trays are filled with wrapped items and this was a genuine mistake as we do not normally put out any decaffeinated tea bags, but they had been requested previously.
We hope to have an opportunity to earn back your trust in the very near future and hope you will reconsider returning to us to allow us to provide a better service.