13/04/2019 Z5909ZH_, Taipei, Taiwan
The Best Western Group is well known for the outstanding service and the willingness to take an extra step to ensure travelers a comfortable stay. By mouth of word, I have heard so many people give pr... more
The Best Western Group is well known for the outstanding service and the willingness to take an extra step to ensure travelers a comfortable stay. By mouth of word, I have heard so many people give praise and compliments to your group What I and this is exactly the reason I choose Best Western Plus Seraphine Hammersmith Hotel as my first choice when I traveled to London.
Having seen the claim on Best Western’s official website “Best Western is dedicated to providing you with the best possible travel experience.” I was so sure that my stay in London would be a good one.
I feel unfortunate to have to report to you today that my stay at the Seraphine Hammersmith Hotel was undoubtedly one of the worst experiences I have had staying at a 4 star hotel. I have had the luck to travel to 6 countries and 15 cities in the past year, and I can not find an experience that is worse than this one.
The first 2 nights were extraordinary. The room was outstanding, the staff was friendly and the location of the hotel was impeccable. But just as a chain is as strong as it’s weakest link, one’s experience at a hotel can be easily ruined by the worst performing employee.
The issue I had was when I wanted to check out of the hotel (we planned to travel outside the UK for a few days and we were re-checking in after 3 days). Having seen that “luggage storage” was among the hotel’s facilities in booking.com, we informed the staff that since we will travel to Portugal for the next 3 days, we wanted to leave our luggage at their facility for 3 nights. The 2 staff that was helping us with the checkout nodded and said it was okay. But just as we were about to leave, the General Manger of the hotel (Ronnie Cherian) interrupted and told us that they do not take any overnight luggage.
He simply suggested that I carry my 3 bags to the airport and use the storage facility there. We explained that it would cause us an usual amount of trouble as the airport is more than 1 hour away (we were going to take public transport)
During the conversation, I felt in no way comfortable with the manager’s demanding attitude and was appalled by how a manager at a hotel can be so indifferent to a customer’s needs. He was in no way apologetic and even suggested that we should “do our homework” next time and confirm with the hotel before expecting any overnight luggage storage service (I would suggest removing the luggage storage as the facility or point out clearly that overnight luggage is not accepted in clear sight to avoid the suspicion of false advertising).
We tried to negotiate with Ronnie to see if we can pay for the luggage storage service or book one additional night so that we could store the luggage in a room that we were “not going to stay in”. Ronnie refused to work with us and told us the only way was to book at least 2 more nights so the luggage will not become “overnight” luggage.
In the end, we had to pay almost £100 to store our luggage at the airport and another £150 to travel to the airport by taxi! I regret to tell you that my confidence in the hotel to go above and beyond to help customers in need is compromised. less
Ronnie C, General Manager at Best Western Plus Seraphine Hammersmith Hotel, responded to this review
As we have already communicated the only thing I would like to add is that I am sorry if you feel upset because I did not allow you to leave your baggage whilst you were not staying with us.
You will find that this policy in any London hotel of leaving baggage in the hotels luggage room is purely there for guest who check in early or guests who probably want a late departure.
There was nothing to negotiate and I was just being honest with you. My staff never agreed and because you were still asking for this favour, hence the reason for my involvement.
Please be rest assured that i was in no way trying to be rude and if you felt so then do accept my apology,.