We arrived on Friday at the hotel, which looked lovely, however after our first night stay we where very disappointed, the bed was lumpy and uncomfortable, our flush on the toilet was stiff and would ... more
We arrived on Friday at the hotel, which looked lovely, however after our first night stay we where very disappointed, the bed was lumpy and uncomfortable, our flush on the toilet was stiff and would flush after 6-7 attempts , the shower if you could call it that was a dribble and the settings where not working, the TV kept freezing!!!!! I spoke with the Manager on Saturday morning, who changed our room and offered us some discount on our evening meal, however this was not done as a goodwill gesture more due to me insisting I wanted a full refund on the first night and was refused, so this was the only thing they could offer and that was done reluctantly.
The manager was rude,condescending and spoke over me, he advised me all hotels have these issues!!! I confirmed I do not expect to come to a so called 4star hotel and not sleep, shower, or go to the toilet !!!! His attitude towards me was poor and there was no helpfulness, it felt like the issues with our room was our fault and not the hotels.
Saturday evening we went for our meal, in the hotel restaurant and where faced with more problems, my husbands food came out when everyone had finished their meals, and the waitress that served us was also rude, muttering under her breath and scoffing at us when ever she got the chance. We spoke to the manager who then advised he would speak with her and resolve our issues, however the evening was ruined and she made us feel uncomfortable and inadequate with her attitude towards us. The restaurant manager did resolve the issues and then offered us desserts and drinks however this did not defer from the fact that our evening was ruined. Overall I found my experience at this hotel was not a great one, the rooms are dated and fixtures and fittings are hanging off the walls, the beds uncomfortable, basic necessities are not accessible, the pool area is dirty and most of the facilities where out of order, I would not recommended this hotel for a relaxing family weekend, as we felt stressed and irritated by the lack of concern and careless attitude, which ruined my family weekend that I had been planning for months! This is not a 4 star hotel!!!! less
Chris Clifford, General Manager at Blunsdon House Hotel, BW Premier Collection, responded to this review
It is always regrettable to read that a customer has not enjoyed their stay with us but in this instance do not feel that your feedback is fair or reflective of the product and services we offer. You had significant interaction with our duty management (and operations manager) during your stay. Very shortly after check in you raised a number of concerns about the room, some of which were remedied immediately (TV reboot, shower issue did not replicate) however the toilet flushing was sticking. For this inconvenience you asked for a full refund which we did not feel was proportionate. We did however offer you an alternative room and complimentary deserts and wine at dinner were offered and accepted.
The poolside Jacuzzi is undergoing full refurbishment with the addition of brand new spa facilities which are being constructed as we speak. This activity is heavily broadcast and due to the scope and nature of the project, the works self evident. We are not currently advertising the Jacuzzi, for this exact reason. Far from being "all out of order" the other facilities in Blunsdon Fitness + are open and unaffected by these works (swimming pool, play area, steam rooms, saunas, games room, resistance / aerobic gym, dance, spinning studio and tennis court).
Every once in a while hospitality operators are faced with this type of complaint and demand for full refund. At Blunsdon House we are committed to providing exceptional hospitality and if things should go awry, for whatever reason, we will always respond in a manner we feel is fair and proportionate.
To ensure standards are maintained, we undergo two independent annual quality inspections from the AA and Best Western respectively. We would encourage anyone reading this review to consider it in context with a selection of our many other, excellent reviews.
Blunsdon House Hotel