I have recently stayed with you for two nights at Kings Lynn Knights Hill Hotel & Spa, we booked two rooms and paid a bit under £500. After my mum was in isolation for 5 months, we booked a little break to cheer her up with her two grandsons that she hasn’t seen for months.
I have to say the experience was enough to make her go back into isolation and left us all feeling very disappointed.
When we first checked in, we were impressed with the hand saintiser station at the front door however this was the only time it actually had any in, so was pretty pointless. We were disappointed to find there was any in the rooms, when paying over £100 per night I would of thought that was a minimum as everything was completely scaled back. Which included the cleaning! My carpet my filled with stains, didn’t even look like it had been hoovered which didn’t fill me with any confidence at all.
I was staying with two young children in my room and I can understand that you aren’t daily cleaning rooms, but to at least empty bins or have a main bin we can put things in. I had both my tiny bins full of nappies etc which was smelling out the room especially in the heat. There was a cleaning station two doors down which they walked past throughout the day, so I put them outside in the hope they would be collected, as people were leaving their room service outside too. Sadly these were ignored alone with all of the room service trays for the other rooms.
On Check-in we were given an envelope with breakfast details which the receptionist said would need to be completed even if we want to eat in the restaurant, the form instructed us to leave the breakfast form outside the door when went to bed, as I have two young children this was about 7pm.
We did so, it was still there the following morning. We made our way to breakfast and when they couldn’t find our forms I said I completed them and left them outside the waiter then rolled his eyes and said no you needed to hand them in, which was the first we had heard. He then made us wait in front of everyone and in the way, while he got another form and to complete it there and then, but said I would need to find my own pen. Instead of sitting us down at a table so my mum and my young children were out of the way, we were blocking up the entrance and people were trying to squeeze past us. We were made to feel very embarrassed and a huge problem to them. We were then put in a side room well out of the way. Food was delivered on a tray and then no one was to be seen again. Half of the items were missing, no cereal which I had ordered for the children, no juices came, no sugar for the tea. We were made to feel so unwelcome that we just left and we even considered going out for breakfast the next day. But we thought maybe it will be better the next day if they had our form the night before so we made sure it was completed and handed in. However I would suggest changing the breakfast form to say that it needs to be handed in,
Not left outside like it states at the moment.
Once again we arrived at breakfast about 5 minutes early than the time on the sheet and taken to the same room out of the way and the tray was dumped on the table (it also remained there for the intire brealfast) and The hot food brought out at the very same time. This time we were missing the tea cups, which I went and asked for, again no sugar. I also requested some fresh toast (this was to the manager) as the toast we were given had been sat out for a while, it was cold and rock hard that I couldn’t even cut it in half. After waiting 15 minutes for the toast I had to go back out and ask again. When she brought the toast, it was only one slice (for a table of 4) so I had to ask for more which seemed to be too much by the way she stormed out of the room and I didn’t even dare to ask for sugar, by this point the tea was cold and I’d given up on it.
As we were finishing up, they sat another table in the room with us, the manager sat them down, she actually turned the lights on which was nice as we were sat in a dull dark room. It was noted oh how polite and friendly she was to them, there juices and cereal was given to them separately etc given them chance to actually eat it before there hot food. It was like they were at a completely different restaurant to the one we were at.
I can completely understand you have to follow proceedure with COVID-19 however we have eaten out a lot while being away and this isn’t excuse for poor customer service.
One of the main reasons we booked this hotel was the pool and spa, we were asked about the pool and spa when we checked in and asked if we would want to use it which we said yes and was pointed to where it was. The next morning when we went to use it, we were asked if we were booked in? At first we thought they meant booked in to the hotel, however they then informed us that you need to book to use the pool first. That’s when we were also told the sauna and steam room were closed. They made us feel very uncomfortable and awkward, I thought we were going to get turned away, even though we could see the pool and no one was even in there. During our use of the pool we could see them looking through the glass at us, clearly wanted us to go as we hadn’t booked (we weren’t given a time limit and was only 45minutes in the pool). We didn’t use the pool again as we felt so uncomfortable plus the use of the closure of the sauna and steam room we just wanted to check out and leave.
I have to say this was the worse experiences we’ve ever had at a hotel, especially a best western and I feel so sad for my mum after months of isolation all she wanted to do was to go back home feeling completely let down from what should of been a relaxing mini break, was anything but. less