25/10/2018 santabarbara89, Basildon, United Kingdom
We have booked 4 bedroom lodge for my son birthday! Was very excited and looking forward! I always call to check my booking before we go! So I called them and they told me that by mistake they over bo... more
We have booked 4 bedroom lodge for my son birthday! Was very excited and looking forward! I always call to check my booking before we go! So I called them and they told me that by mistake they over booked and they can offer us a family room in the hotel . As it was kids holidays and all other places wich we choose was already booked we agreed. ( I called them, not they called me). They offered us free breakfast and it was about £90 chipper. I asked if it will be a good size family room?! Yes they said. It was one room and they squeezed 2 kids bads in it, no wardrobe even in the room. We had to keep all our clothes in the bags on the floor in this small room. They cleaned the room without even hovering or cleaning. The only thing we enjoyed was swimming pool, very good sauna and steam room. Is with time for kids and they did let us know about it. Thank you! I would not recommend this hotel. less
DGCC, General Manager at Best Western The Dartmouth Hotel Golf & Spa, responded to this review
Thank you for taking the time to post your review on trip advisor and we are sorry to see you were disappointed with your stay.
I am truly sorry there was an overbooking in the 3 bed lodge you had originally booked and that our reservations team did not contact you when this was immediately apparent, we don’t actually have 4 bed lodges.
I am aware that you had spoken with our reservations manager in detail prior to your arrival and having discussed this with your husband accepted the family room offered including the offer and acceptance of complimentary breakfast for our error. The family room offered did have two smaller beds located within them for the youngsters within your family but we were not made aware that you were unhappy with the room offered during your stay.
There was a wardrobe within the room which is an “open wardrobe” with hangers and hanging space for your convenience. The room is and was cleaned daily as commented by you, however, the housekeeping team does not move personal positions belongings/clothes of guests for obvious reasons.
We are delighted that you had the opportunity to use and enjoy the spa facilities and again apologies for this overbooking.
Sales and Marketing Executive
The Dartmouth Hotel Golf and Spa