25/07/2016 suziq083, Blackburn, United Kingdom
Upon our arrival after a 4 hour journey we were waiting at receiption for 12 minutes, there was no-one in sight. We rang the bell but still no one came. Eventually a person came and checked us in an... more
Upon our arrival after a 4 hour journey we were waiting at receiption for 12 minutes, there was no-one in sight. We rang the bell but still no one came. Eventually a person came and checked us in and asked if we were party of the wedding party. We said, no, he then said well I'm sorry the restaurant is not available tonight as there is a wedding. We should have been told about that at the time of booking. Went up to our room to put our bags and came down for a drink, then to be told the bar was not open!
Later in the day it was extremely hot and the air con would not work. Again rang reception and it was a good 5 minutes before they answered. They said it had been playing up and came up to give us a fan.
Went out for our meal at night elsewhere but came back around 10.30 and expected to be able to get a drink at the bar. Again, it was only open to private wedding function. I was very cross as I do not think we have had full use of the hotel facilities. They should still be able to cater for other residents.
The next evening we went for a drink in the bar in the evening, no one on the bar or at reception, waited for 5 minutes. A man also waiting went to ring the reception bell and a female came and served. Upon returning to our room on the next floor we then found the card would not allow us entry. Had to go all the way back to reception to get another one. This is not acceptable.
Although the room was nice I think this place has serious staffing issues and I don't think they are the friendliest either. If they want to cater for weddings, then so be it, but don't take other guests who have to receive a second hand service.
These issues would have to be addressed before I was to plan a return visit. less
Richard P, Manager at BEST WESTERN West Grange Hotel, responded to this review
I would like to personally apologise for the series of unfortunate incidences that you experienced during your stay with us. We continually try to do our very best for all of our guests, but unfortunately, sometimes we do fail.
I will look into each issue that you have noted, in an attempt to correct and improve our hotel.
I would invite you to contact me personally 01635 273074, to discuss this with you further. (email is email@example.com)