23/11/2016 Claire V, Northampton, United Kingdom
My partner and I booked this hotel purely by the pictures and how lovely it looked. As the saying goes.... Looks can be deceiving! Having tried to book online we wasn't able to so had to call the hote... more
My partner and I booked this hotel purely by the pictures and how lovely it looked. As the saying goes.... Looks can be deceiving! Having tried to book online we wasn't able to so had to call the hotel direct.
After having a horrendous journey to the hotel we finally arrived at 9.25pm. On entering the hotel it felt very cold and smelt very fusty. We went to the reception to check in and the receptionist greeted us with a half hearted hello (no good evening nothing) we wasn't told whether any food was still available at this time, wasn't asked if we would like breakfast, we was just asked if we would like an alarm call. We was told where our room was and was asked if we would like any help with our luggage (again this was a half hearted gesture) so we declined. On entering the floor where our room was there was a very distinct smell of damp washing that was being tumbled dried. On entering our room after a struggle to actually open the door as it had stuck there was a very pungent smell of gloss paint, hence why the door was hard to get into. The room was very cold and the decor was very dated, the bathroom was very 1970's (more about the bathroom further on so keep reading as some vital information coming up).
We decided to go downstairs for a drink, on entering the bar area which had a group of people in we wasn't even greeted with a hello or good evening. We chose to go to the other bar where a young lady was sat having a drink, we waited 15-20 minutes to be served and the young lady said, I'd serve you but I've been drinking so then went and got someone else to see to us. Another young lady came behind the bar and didn't say hello either, I asked for 2 pints of peroni lager which she poured and then said that will be £9.60!!!!!! I nearly died, I have never paid £4.80 for a pint before so if you are planning on going to this hotel for the night or even a drink then I'd suggest a small mortgage is in order to take out if you are wanting to get intoxicated. The lady who checked us in then came in and stood with the young lady that was sitting at the bar gossiping. If I am honest the ambience in there was very uncomfortable. When we left I put the empty glasses on the bar, no thank you was said and not even a bye or good night. On arriving back to the pungent gloss stench room we got into bed which instead of being a double was 2 single beds pushed together and wafer thin quilt, although the only positive thing is that the beds were comfortable.
On waking up in the morning I pulled back the curtain to see the sea view and to my horror there was scaffolding all outside. We had paid for a sea view room and when we spoke on the phone to book it there was no mention of scaffolding up at all, to pay extra for a sea view and to have that and not be notified I find very disgusting. I went to the bathroom to have a shower (now here comes the vital information from earlier I mentioned) IF you are in a rush to get ready in the morning may I suggest that you have a stripped wash as the taps are awful, it's a shower of the bath set up and the hot tap is the hot and cold tap, the cold water doesn't get cold for at least 10 minutes, bonus is the hot water is that hot it'w scolding so be very careful. After I'd had my very hot shower I came out of the bathroom naked to find a man on the scaffolding looking into our room! Mortified wasn't the word!!!! We soon checked out and the receptionist couldn't have been any more ruder, we wasnt asked it everything was OK or if we slept OK we just got told that's all sorted you are checked out. My partner asked for an invoice and he was told that the invoice comes from best Western to the hotel so if you are wanting a receipt or invoice then make sure you arrange this before you arrive. On leaving the hotel I looked at it in the light and in all honesty it could very much be mistaken for an old people's residential home. Very bad decision and we will not be returning again in the future. Staff need to get some customer service training badly and personalities as they should not be in that line of business as it stands now. Maybe after the scaffolding work has been done then may I suggest a huge over haul on the inside be done as well. less
LatonaLeisureGroup, Guest Relations Manager at BEST WESTERN Walton Park Hotel, responded to this review
Dear Claire V
Thank you for your review. Our guests feedback is very important to us and helps to maintain and improve our standards and services, we will certainly use your comments to aid this process.
The reception team at the Walton Park Hotel would normally receive extremely positive comments from our guests, as would the whole team at the hotel. I must admit I am very surprised that you did not receive the level of service that our other guests positively comment on. Please be assured I will share your review with the management and staff at the hotel so that we may ensure we continue to provide an excellent experience for all our guests.
We do promote a ‘Drink Responsibly’ approach, especially around the Christmas party period, however the bar prices do not increase and are kept in line with other establishments in the area.
I am sincerely sorry that you did not enjoy your stay in our Cliffside period property, we do strive to maintain the original Victorian features which are enhanced with contemporary and modern facilities.
I do hope we have the opportunity to welcome you back again so that you may encounter the level of service and standards that we pride ourselves on and that our guests thoroughly enjoy.
Thank you for choosing the Walton Park Hotel.
Guest Relations Manager