Very poor. Avoid this hotel.
I arrived on Tuesday 6 February 2018, a very cold day. My car temperature display said it was 1°C outside. I went to my room on the ground floor which was cold and found that the radiator was completely turned off. I turned it on to maximum but the room inevitably took hours to warm up (I arrived at around 5.00 pm and it was still cool by the time I went to bed at around 11.00 pm). The radiator was under the window. What is wrong with that you ask. Well, nothing. What was wrong, in fact rather stupid, was that the thick lined curtains extended to the floor so that when drawn they completely covered the radiator. Fortunately the window recess was quite deep so I was able to roll up each curtain from the bottom and tuck the excess on to the window sill so as to expose the radiator. There was also a net curtain over the window suspended from a spring-loaded rod. Trouble was the window recess was the same width as the rod so the spring was not compressed and it relied on friction to keep it up, or rather not as it kept falling off. Later I tried to order some room service. I dialled the number four or five times over a period of ten minutes or so without answer so I went to the restaurant to place my order instead. There were three staff and two or three people eating, so why nobody was able to answer the phone is a mystery. My room had two single beds. The pillow (one on each bed) and each duvet were very thin so the fact that there were two beds was fortunate. I had to use both pillows and both duvets in order to be comfortable and warm enough. The next morning I went to breakfast. It was self-service which is not a problem. I chose sausage, bacon, mushrooms, beans, hash brown. No fried eggs available, only that horrible lumpy, industrial scrambled egg stuff that many hotels offer so I ignored it. The food was in dishes with the usual hot lamps above. Despite this, the food (all of it) was barely warm. I didn't have much time so I ate it. I mentioned it to a member of staff who replied somewhat disinterestedly "Oh, sorry about that buddy". Buddy!!?? I suggested that he might like to test it himself to see how poor it was. He said "Its not for me to do that buddy". I asked if he would do anything about it (thinking that he might at least tell the chef, perhaps even replace all the food) to which he replied "I can ask the chef to cook you something fresh buddy". By this time I was seething, not only at his total disinterest but also at being called buddy three times (I am 59, not some lad and this guy was in his thirties at least). I said that I had to go so I quickly finished and left. Folks, avoid this hotel at all costs. I was attending a training course and mentioned to a colleague who lives nearby where I had stayed. She replied that had I mentioned to her that I was planning to stay there she would have warned me not to as it has a poor reputation locally. So, there it is folks. None of this is made up or exaggerated. This was my experience of staying at this hotel. I won't be returning. less
Manager-WGH, General Manager at Best Western West Grange Hotel, responded to this review
I am sorry that you were disappointed with your stay earlier this year. I treat all the feedback with the utmost seriousness and I am currently investigating the matter. It would also be helpful to us as to which room you stayed in so we can look into the specifics a bit further and ensure this doesn't happen again.
Please feel free to contact myself on firstname.lastname@example.org should you wish to discuss this further.