Dirty room and less than hospitable reception staff
03/07/2018 206TravelJunkie, Seattle, Washington
Do not stay here. Location is great but the cleanliness is not and the staff are less than hospitable. Better hotels are on the same block. Go somewhere else if you want a clean toilet and helpful sta... more
Do not stay here. Location is great but the cleanliness is not and the staff are less than hospitable. Better hotels are on the same block. Go somewhere else if you want a clean toilet and helpful staff. Below is the review I wrote to the hotel:
We had multiple bad experiences with this hotel. For the cost of the hotel, we expected much more. I definitely did not expect to clean a toilet for the cost of 230 pounds a night.
The start of the bad experience happened as we first walked up to reception. We arrived at 1:45. The three people that were at the front desk barely made eye contact when we walked up. When we asked if we could check in, they said check is was 2:00 but they would see if we could get a room early. They told us to go to the lounge and they would be right with us. I told them if it would take a while that we could go shopping and come back. They said the room should be ready soon and to go wait. At 2:40 (after wondering if they had looked in a different lounge), I went back and checked with reception. They said that the room would be ready in 5 minutes and they would come get us. At 3:10 I went back again to check and the woman at the desk handed we a room key (no greeting or explanation of the hotel, nothing).
The coup de gras of this experience was what happened next. Upon entering the room I had to use the bathroom and was immediately greeted by a very dirty toilet.The best way to describe the filth is to imagine brown spatter paint throughout the inside or that the toilet bowl was the night sky littered with brown stars. I called down to let them know and ask for someone to come clean it. Two tries on the phone and no one picked up. I ended up cleaning the toilet.
My husband and I then went shopping and when we returned two hours later, my husband called down to see if we could get ice brought up. This time a staff member answered the phone. We then heard a familiar promise of someone being up shortly. 45 minutes later my husband walked down to the lounge and got a bucket of ice.
We have traveled all over the world and have stayed in everything from one to five star hotels. This is only time in over 20 years of traveling that I have written a poor review. I definitely do not like to clean toilets when I am at home and I certainly do not prefer to do it when I pay 230 pounds a night.
I have two groups of people I know who will be traveling to St. Andrews that I will tell to steer clear. I am also copying and pasting this review on every site I can find so that another travel does not waste their money. less
bwscoresstandrews, Manager at Best Western Scores Hotel, responded to this review
Dear Mrs Crawley
I am so disappointed to read of the problems you experienced during your stay. We obviously got quite a few things wrong which is not our normal standard of service. We currently have new members on our reception team but our experienced member of staff undertaking the training should have ensured that you were kept informed of the length of time before we could complete check in for you. There is no excuse for the dirty room and I sincerely apologise for that, we have discussed the issues you raise which will be rectified by increased training and more attention to customer satisfaction. I am sorry your visit with us was marred by issues that we should have ensured did not occur , every member of our team knows the standards expected but inexperience and human error led to problems that I as the manager accept full responsibility for.
Again please accept my sincere apologies