16/01/2016 Helen M, Twickenham, United Kingdom
I will start by saying this was a VERY last minute booking and we only paid £45.00 for the room (only) breakfast was an add on but more than happy to pay. We knew it was 3 star so expected that it m... more
I will start by saying this was a VERY last minute booking and we only paid £45.00 for the room (only) breakfast was an add on but more than happy to pay. We knew it was 3 star so expected that it may need some work doing. The plus points were, fantastic location, the room was clean and lovely and warm, the lady on reception was lovely.
The downside was the service. Having had a very early start we did not want to go out for a meal so choose the hotel to eat in. We liked the bar menu so went to the bar to order. To start with, we waited a long time for someone to come and help us. It took a while to get our orders right as his english was not great at all. Food arrived - it was not good, the burgers we ordered were awful. SO high hopes for breakfast. Not sure if they consider 8.30am as a late time to order breakfast on a Saturday but it seemed as though we were on some sort of time limit to get in, get fed and get out. We did not have a chance to look at the menu before we were chased for our orders, which when they arrived were not correct. It seemed they used local produce which is great. The sausages and bacon tasted lovely, but not cooked very well and the coffee tasted as though it had been sitting there all day. One couple were even asked for their breakfast order before they were seated! It was hit an miss if you got to choose what sort of eggs you wanted, some people were asked, others were not and since there were on 5 couples in the restaurant sitting closely together, we knew what was going on.
It was a shame because the hotel has such great potential, the problems we had with were with the staff and primarily understanding each other, so come on these are basics to get sorted. less
LatonaLeisureGroup, Guest Relations Manager at BEST WESTERN Webbington Hotel and Spa, responded to this review
Dear Helen M
Thank you for your review. We were very glad to read that you enjoyed the overall location and cleanliness of our hotel and that your guestroom met with your expectations. However I must take this opportunity to apologise for not exceeding your expectations with regards to your dining experience, we usually receive positive comments regarding our restaurant.
Service is a key part of the experience and we are normally praised highly for the level we provide, to read that it was just okay is below our own standards and I will make sure to share your feedback with the management team to ensure we continue to offer the standards and service that we pride ourselves on.
Thank you for choosing the Webbington Hotel, we do look forward to welcoming you back and should you require accommodation in the area again please do not hesitate to contact the hotel directly or via our website as we would personally like to assist with any future bookings and assure you of an enjoyable and comfortable stay along with our low rate guarantee.
Guest Relations Manager