Could be so much better.
I have conflicting views of this place. However, I was really let down by some shoddy customer service.
The room itself was newly decorated and was actually quite a pleasant place to be. The bed was comfortable and the room was clean. However, a massive, massive problem is the bathroom.
my wife and I both had showers and both times the floor was absolutely soaked in water. The shower screen is useless, it's either too small for the job or they skipped on quality and it leaked badly. Looking at the floor in the corner, where the shower screen was, this has clearly been a problem for a long time as it looked like the sealant was mouldy.
I got in the shower secondly, after the floor had been mopped with a towel, it was dry. I stepped in the shower and immediately slipped on the shower mat. I bashed my leg on the side of the bath which gave me a badly bruised shin and after a month, I still have a bump on my leg. If I was an elderly person, I dread to think what would have happened and I would highly suggest if you are, to go to a different hotel.
I asked the receptionist if she could give me an additional shower mat to try and prevent slipping. She asked me why, and I told her. Her response was 'I'm sorry, I don't know what to say.' Not ideal.
The second problem came in the morning, we were leaving early, about 8am. When we woke up, about 7.30am, we noticed that the power was off. We checked our phones, which had not been charged, not ideal when we had a long journey ahead of us and when we use one of our phones for a SatNav. As we were checking out, I told the receptionist (the same one from the previous night who was nonplussed about injuries) that their had been a power cut in our room.
Her response, was not an apology, instead she said 'you should have told us and I could have fixed it.' Well I was asleep for the power cut so I don't know how she excepted me to do that. In the short time we were awake, there wouldn't have been enough time to fully charge the phones and we were on a tight schedule. An apology would have been nice.
Really disappointing customer service.
What I would say is that, we had a meal in the restaurant/bar and the customer service in there was excellent. The gentleman who serviced us (I believe he was the bar manager) was very welcoming and attentive. The food was excellent, too. I had duck and my wife had the belly pork, the belly pork was amazing!
The location is ok, not much around but the bar was a nice place to sit and was also close to Colchester Zoo.
The cost was good, however it didn't include breakfast which was 15pp, very pricey.
It could be so much better this hotel, if the customer service was consistent. less
LisaG1999, Manager at BEST WESTERN Rose & Crown Colchester, responded to this review
Dear "Cautious Traveller"
I thank you for posting such a thorough review and apologise for the maintenance issues. I will investigate the shower screening situation and hope the bump on your leg goes soon, I am sorry that the power sockets tripping meant you were without phones for your onward journey, this is a safety feature and I assure you it does not happen very often.
I am sorry that the duty receptionist did not provide the service expected this is very unusual and I apologise, but I am pleased that you enjoyed your meal and service from Toni - who is our bar manager.
I would like to show you the true Rose & Crown hospitality and hope to welcome you both back again soon - I would like to offer 2 free breakfasts on your next visit, as we offer a vast array of items from a continental buffet to full cooked range (selling price £11.95). Please call me direct to make any bookings.
I thank you for your time.