Makes Fawlty Towers look like the Ritz, worst customer service ever experienced
11/03/2017 Paul H, Wimborne Minster, United Kingdom
Booked into this hotel following surgery looking for a place to rest but with access to good, on paper, facilities. The web site suggested that I could book a room with a king sized bed and a bath, wh... more
Booked into this hotel following surgery looking for a place to rest but with access to good, on paper, facilities. The web site suggested that I could book a room with a king sized bed and a bath, when I arrived I was given a twin bedded room with a shower. I went to the restaurant for an early lunch and was placed next to the enterance to the court yard, however even before i was served my main course, which was an alleged salmon salad, staff started to wander in and out to smoke - this was annoying but itwas only a forerunner to what happened next, a female member of staff sat outside opposite to where I was sitting and proceeded to smoke spitting after each puff without any regard to how i might feel. However this was not the worst thing that happened as I was interuppted by the catering staff and I was told that I must leave the restaurant because they had to set up for a party. I was then hounded out of the restaurant without being able to finish the course, although i had to pay for the food even though I was not able to finish it! The restaurant is in the basement and my room was on the second floor, when I went to use the lift I found that it had been switched out of service, when I queried this situation I was told that it was switched off because of the party. I explained that I was unable to walk up four flights of stairs the staff felt that it was best to try and ignore me, as a result I had to stand there for nearly five minutes before they realised thst I was not going to move and someone magically switched on the lift. I immediatly travelled first to the ground floor reception where I asked to speak to the manager, only to be told that he was not available until Monday, this being Saturday night! Itwas at this point that I decided enough was enough and I will check out first thing in the morning. I have never experienced such poor service and callous disregard for the customer. Basil Fawlty would be proud of them less
Inga K, Manager at BEST WESTERN Santakos Hotel, responded to this review
Thank you for your feedback regarding your recent stay at our property.
On behalf of our entire team, I would like to apologize for not exceeding your expectations. Your satisfaction is important to us and we will be using the feedback you gave us to implement improvements to ensure we offer a better experience for guests in the future. We will review the competence of our employees.
I hope that you will consider staying with us again so that we can have another chance to provide you with a superior experience.
If I can provide any assistance, please don't hesitate to contact me directly at +370 37 302 702.
BEST WESTERN Santakos Hotel