Two night stay
29/01/2017 David S, Crowborough, United Kingdom
My wife and I visited this hotel on a two night super break deal. We normally take the evening meal on the second night and all hotels we have used in the past say not a problem even though it's state... more
My wife and I visited this hotel on a two night super break deal. We normally take the evening meal on the second night and all hotels we have used in the past say not a problem even though it's stated first night on booking. Here it was refused by a lady on reception called Sandri? She apparently used to be the reception manager but now works 'back office' just as well as there was no sorry or apology in fact she actually seemed to enjoy telling me, awful customer service! I asked to speak to the manager was told she had just left and the helpful young receptionist not Sandri tried calling her without any luck. I said I would return to my room and wait for a call that never came....I then went back to reception two hours later and the young lady said she had no call so we went to the restaurant and had our meal which was really nice with great service. We were in the new rooms with a balcony in the separate building and the room was lovely big with lovely views. Breakfast was great maybe should be after 9.30am as it gets really busy at 9.25am on a Sunday! 10.30am may make more sense.
Overall a nice break but the reception staff need to be more helpful, explain breakfast times, checkout times and ask if we had a nice stay when we leave? restaurant manager was excellent under pressure at breakfast. Great shopping outlet in Swindon. Probably won't return as stayed at better hotels in the Swindon area before. less
Blunsdon, Owner at BEST WESTERN PLUS Swindon Blunsdon House Hotel, responded to this review
Dear David S,
Thank you for reviewing us here at TripAdvisor. We were sorry to read that you felt Sandrine was inflexible in her accommodation of your request. We will always accommodate any reasonable request when it is feasible and within our power to do so. Sandrine has a long and distinguished customer service record , previously serving as our reception manager.
Unfortunately because your prepaid reservation was made via a third party the terms of conditions of booking are precisely defined and largely inflexible. We would always recommended that you book direct with any hotel to avoid such terms and the possible disappointment associated with them.
Reservation detail aside, we were delighted to read that your overall experience at the hotel was a positive one and that you enjoyed the food, service and facilities. We do hope that you will visit us again soon and until such a time wish you all the best!
For and on behalf of Blunsdon House Hotel Ltd