The below is an initial complaint I sent this Hotel... After being threatened with Debt Collectors by they're customer services manager via Email... I have now taken this Matter further via a Site called Resolver. I think it will eventually reach the Director of Best Western (Keith Pope) if it still remains unresolved.
Dear Customer Services,
Enter your reservation or booking reference ...: BB1506171217796,
I am writing regarding my stay at your hotel on June 19th, 2015. Whilst at the hotel I experienced very poor attitudes from hotel staff. I feel that as a hospitality provider, customer service should be at the forefront of your priorities.
To explain in more detail The below is an email i sent direct to Best Western because the woman at the Webbington Hotel has hounded me since we have returned home.
Dear Sir/Madam We booked our stay for Friday 19th June, I had booked a few days before online direct with The Webbington Hotel, Best Western. Payment card was accepted and booking made BB1506171217796. Check in after a 7hr drive was horrendous, Greeted by an unhelpful Reception staff member who could only just about give us directions to our room... everything else like breakfast times etc we had to get out of her... it was literally like getting blood out of a stone and she looked miserable. Arrived to our room, Room was comfortable although the Cold Tap was pouring out Hot Water for about 5 mins until any Cold came out... so i burnt myself!! Anyway regardless the Room seemed nice. After Driving 7hrs and with the awful check in experience we decided that night we wont stay for breakfast... and that we would go elsewhere. I was down because i had lived in Weston s mare for over 20yrs and was visiting my Daughter and some friends.... Upon check out, Possibly a manager this time, he seemed friendly enough.... I said we was going to have breakfast but after a grumpy Receptionist checked us in.... we are leaving it.. He did offer us free breakfast which was kind, staff in there were all real nice lads/girls... Food was ok... Once eaten we left... since I have been back I have been bombarded with emails from this Hotel, they reckon my Card declined payment! When i have more than enough money in my bank... anyway this woman had tried so many times to take £45 out... my balance went down by £135... I had assumed it was this woman who had taken payment 3 times... a few days later and it was just Direct Debits. I suffer with severe mental health isuues, This woman has literally hounded me, They know full well it was there Error and now she has emailed me threatening me with Debt Collectors!!! I went Bankrupt 5 yrs ago... and for her to even threaten this has distressed me so much i have self harmed a few times.... I mailed her back telling her to god **** send them because I have had enough.... she has caused me nothing but distress and upset.... When she admitted it was the hotels fault mainly the miserable Receptionist for not swiping my cars when we arrived or something like that I have Very unhappy we have had thia type of service especially as this hotel claims to be a Best Western... I would of expected better from them as any others we have stayed in have been great. Contact Details for the woman who has harrassed and distressed me and now Threatened me with Debt Collectors is:
Rachael McCormick Revenue and Customer Service Manager Direct: 01934 751812
The customer service experience at this time, fell way below my expectations and I would like you to Not charge me the £45 room fee. The hotel should of taken it prior to our stay. Rather than attempt to contact you by phone, I have decided to put my complaint into writing, as recommended by Trading Standards.
It is important to understand how frustrating it is for guests to experience poor customer services in your hotel. I would appreciate an explanation, along with a gesture of compensation. If this issue cannot be resolved to my satisfaction within 14 days at least, then I intend to escalate this complaint.
Please reply to my resolver email account as I would like to keep all of my communications in my personalised complaints case file.
Yours faithfully less