Poor service, no cooked breakfast, inflexible hotel
31/10/2017 Martin W, Toulouse, France
I arrived on Friday afternoon at 2pm and was told by the (rather supercilious) receptionist that breakfast was served only from 8am. I told her that I had been looking forward to a cooked breakfast bu... more
I arrived on Friday afternoon at 2pm and was told by the (rather supercilious) receptionist that breakfast was served only from 8am. I told her that I had been looking forward to a cooked breakfast but that I was being picked up at 8am (to catch a train to Bristol to fly home). Her only comment was that I should ask the people picking me up to come later! She also advised me that there was an event on that evening so that I might experience some noise in my room and that the corridors were being repainted so that I should watch out for wet paint. She made no mention whatsoever of any breakfast being available in my room. I was particularly looking forward to a cooked breakfast because I had a long day of travel ahead of me to get to my home in France (taxi/train/bus/plane/bus/car). I had also had a great cooked breakfast in my last stay in a Best Western in Bridgend.
When I got up I checked my booking.com form and noticed that it said that cooked breakfast was included so when I checked out at ten to eight I asked for it to be deducted from my bil,l which I told the same receptionist I intended to pay in cash. She told me that I should have ordered breakfast in my room and I asked her why she had not told me that it was available in my room. She told me I should have read the folder in my room! She said that breakfast usually cost 14 pounds and that she was not authorized to give me a refund (apparently only a manager could do this) and that I would have to pay by credit card in order that the manager could authorize the refund. I did this in good faith. She also told me that I should have booked directly cutting out booking.com .
I was subsequently refunded just 6.50 pounds and wrote to the Manager who apologised and said that he would refund me a further 10 pounds without delay.
A week later this had not come so I had to contact him again. this time (with no apology) he said he would do it and it finally arrived.
I would have much rather have had the cooked breakfast that I had booked and that it should not have been beyond a decent hotel to supply before 8am. less