Not up to Best Western usual standards
28/08/2018 Tim E, Brussels
We booked two "Deluxe" rooms for six nights for a family holiday (two teenage boys). The rooms were certainly not what I would expect from "deluxe" and were even quite shabby. Definitely not worth wha... more
We booked two "Deluxe" rooms for six nights for a family holiday (two teenage boys). The rooms were certainly not what I would expect from "deluxe" and were even quite shabby. Definitely not worth what we paid for them. No fridge, no safe box, no toilet brush, two tiny bottles of poor quality shampoo/bodywash (not replenished during the whole of the stay). Breakfast choice from the menu was OK but limited buffet items. We were told we would get no Best Western Points because we had not booked directly with the hotel (we had tried but told they could only give us non-refundable rooms several weeks in advance whereas with Booking.com we could cancel up to two days ahead - a necessary precaution because of potential work demands). The swimming pool was small and always looked so crowded we didn't try to use it. Nice that we could use the Driving Range and very nice putting green but Best Western has definitely gone down in our estimation. less
DGCC, Owner at Best Western The Dartmouth Hotel Golf & Spa, responded to this review
Thank you for completing the survey regarding your recent stay with us here at he Dartmouth Hotel Golf and Spa
Your business is very important to us and we value your feedback. i am sorry you did not find the room to your liking, unfortunately we do not have mini bars or fridges in any of our rooms and this is not a requirement under the Best Western criteria.
A safe is available at reception where we keep guest belongings when requested to do so, i am not aware that a request was made, but it does state this clearly in the bedroom guest information. The lift failure was most inconvenient and apologies for this unforeseen mechanical breakdown although it was attended to by our lift company and repaired within 4 hours and assistance should have been offered by reservations.
Bookings received via a third party travel agent, booking.com in this instance, do not benefit from best western rewards points and only bookings made through ourselves or best western directly qualify for reward points. There are 2 options when booking through Best Western or ourselves, advance purchase, giving more favorable rate however none refundable, or best available rate which does allow you to cancel up-until 4pm on the day of arrival, i am at a loss as to why both rates were not available to you or offered.
Regarding the very poor shower and body wash liquids that not replenished once during the 6 nights of your stay is untrue, as well you know this. On 3 occasions i was made aware of this and each time additional toiletries were supplied to your room via the housekeeping manager in person and by our reservations manager, also in person.
Best Western The Dartmouth Hotel Golf & Spa