30/03/2018 BestRedWine, Lincolnshire, United Kingdom
Arrived Sunday 19/3/18 around 6pm, the weather was very poor, car park had a covering of snow but only had about half a dozen cars in it. As loyalty card members we nearly always support Best Western ... more
Arrived Sunday 19/3/18 around 6pm, the weather was very poor, car park had a covering of snow but only had about half a dozen cars in it. As loyalty card members we nearly always support Best Western hotels when choosing accommodation. On check-in we enquired about the usual upgrade for members when available, particularly as it seemed deserted but the young lady on reception advised they were fully booked.
My husband glanced at the car park and asked where everybody was to which she replied, well we’ve just taken a booking from Jet2 due to a cancelled flight and they will arrive later. My husband replied but there not here yet, her response was to say she didn’t know much about the loyalty scheme and they had a four poster room but we would have to pay for the upgrade. We declined her offer. On the whole the hotel seemed ok but we stayed in our room all night as the place appeared empty but are disappointed that the hotel puts last minute flight cancellation bookings before it’s loyal customer scheme. less
Vikas S, General Manager at Best Western Reigate Manor Hotel, responded to this review
Thank you for taking the time in writing your review on the hotel and providing us your feedback.
You were offered a standard double bedroom and only upgrade we could offer to you was a four poster room which was offered on a small supplement which you declined.
This is right that we have taken a delayed flight group for that evening who were due later to arrive however it would have not made any difference as the rooms offered to them were same category as yours.
I am sorry if you have felt any dissatisfaction due to this.
We hope that you will give us another opportunity to welcoming you back to the hotel in near future.