We stayed for three nights and this would undoubtedly have been a five star review if it wasn't for the appalling customer service I received when checking out.
Let's start with the good.
We arrived very late after an awful 8hr drive through rain and snow to a very warm welcome. We were given our key cards and directions to our room, after a couple of wrong turns we made it to our room (this was not the fault of directions given it was our tiredness not quite understanding) The room was a reasonable size and very clean but what was a surprise was the size of the bed (massive) and the jacuzzi bath, this was amazing after such a long journey. The breakfast each morning was fantastic as was our evening meal each night, very attentive and friendly staff. Every day the room was serviced and tea, coffee, toiletries etc replenished. Overall we had a wonderful stay, we had said this was somewhere we would definitely return to.
Unfortunately the morning of our departure did not go so well, after breakfast I had taken my husband down to the boat as he was diving that morning, I returned to the hotel and went to check out to be greeted by the most unfriendly, unhelpful and intimidating receptionist I have ever met. We had settled our bill for our evening meal and drinks each night before returning to our room, when checking out I was presented with a bill for our previous nights food, i explained there must be a mistake as we settled our bill, he had a look through the receipts and told me I was wrong it had not been paid for, this conversation went on for a while, this man would not listen to what I was saying and was very obnoxious and rude in front of what had become quite a queue behind me, without using the words he was accusing me of lying and trying to get out of paying. Unfortunately my husband had not obtained a receipt (he never does, lesson learnt he will in future). He said that it had not been paid and he would be taking it off the card we had booked with, by this time I was absolutely mortified and just gave him the cash and left. Once my husband had finished diving I explained what had happened and we returned to the hotel to be met with the same man, once again it was explained that there had been a mistake, we were told we were trespassing and asked to leave the building to which we refused, his response was to threaten to phone the police which we said we had no problem with as we were not in the wrong, we asked if they had cctv as this would have shown by husband paying at the bar, he responded yes but was not prepared to look. We said what staff were on and maybe they could help, again his response was a no. At no point did this man acknowledge that mistakes happen and he could be in the wrong. We eventually had the barman confirm that we had paid. After all this we got the money back which wasn't the issue it was the way we had been treated like criminals. Upon finding the mistake this obnoxious man gave the briefest of apologies but at no time apologised for his horrific customer service skills. less
BW_The_Queens_Hotel, General Manager at BEST WESTERN The Queens Hotel, responded to this review
Hi Tamara T,
The contents of your review had left me totally taken aback and I have to say shocked at the treatment you described especially as you say had it not been for "that treatment" it would have certainly been a "5 Star Review."
Can I start by sincerely apologising for the checkout fiasco that accumulated from the previous nights error and can I assure you I have spoken to all team members involved.
With regard the treatment at the Reception, I have spoken to the Receptionist on duty that morning who does have a differing sequence of events. That aside we should have been better and as I have said I can only apologise.