We arrived for a one night stay at around 12pm, a little early for check in, we were told that check in would be available at 2pm, we were happy to wait, we had some drinks in the scores bar where we ... more
We arrived for a one night stay at around 12pm, a little early for check in, we were told that check in would be available at 2pm, we were happy to wait, we had some drinks in the scores bar where we were met by a really friendly man who spoke with an English accent, he was very welcoming and he knew we were waiting for check in so he gave us complimentary coffees which was so kind and needed after a long drive.
We went to check in at 2pm, I think when we booked it was one of the last rooms available, all measures in place for processes regarding Covid and temperature taken, plenty hand sanitiser and signs everywhere. However we were advised that they were just doing last minute checks on the room before we could go up to the room and we could wait in the bar area, now usually this wouldn’t have been a problem but due to the current pandemic, we were required to book reservations at pubs and restaurants that we had planned for the day and our first reservation was 2:45pm and we just wanted to get in the room to freshen up and get changed before we headed out, I asked at 2:15, still doing checks, 2:30 still doing checks but would give us complimentary drinks while we waited, I advised that we have a reservation at 2:45 so we really needed in the room, I had to call my reservation and luckily they managed to hold our table for 15 mins. 2:40 I went out again still not ready but another couple were checking in and I heard the lady in the couple, we will tell you what room we want and off they went up to their room!
Finally at 2:45 the room was ready. Within the 45 mins we had to wait for our room, at least 4 families checked in after us and none of them had to wait!! They all went straight to their room.
In the room there were no towels which I had to ask for and a green liquid stain on the shower curtain and the last guests phone charger still plugged in, somehow I don’t believe they were doing “last minute checks”.
I feel that this set the day from an easy relaxing day to one that felt rushed and we didn’t have time to explore as planned, we had to dump our bags and back out to get our reservation, if they were short staffed I wish they would have been honest from the beginning, they knew we were waiting for 2 hours before check in
I’d really like to finish off on a positive, the view is beautiful and the location is central, the breakfast was fine (except the coffee) and the hotel has a small car park to the rear which we were lucky to get a space. The bar is cosy and welcoming and a decent selection of drinks
Due to the overall experience I don’t think I would return which is a shame less
Molly Beattie, General Manager at Best Western Scores Hotel, responded to this review
We certainly got your check in wrong and for that I sincerely apologise. To the defence of our management team on duty that day there were serious staff shortages with a few members of staff calling in sick hours before their shift. Ideally that is not a problem that should impact on our guests but it did have a big factor on staffing levels and the team perhaps didn't organise things properly which is something we will review. Our normal service would be to prioritise rooms where we know we have guests waiting for check in and to also double check the cleaning standard because when rushed it is human nature to miss things that would otherwise be perfect. This would have avoided you having to watch other guests checking into their rooms without a hold up which must have been infuriating.
I have the advantage of hindsight however and I know the team will have done their very best, I will ensure that everyone is aware of how to try and avoid these issues in the future.
My sincere apologies again that we did not meet our usual standards and for the impact it had on your stay