Worst hotel stay with insect bites. Not recommended
I stayed in this hotel for 1 night and upon my arrival I was given a room on the ground floor. Within half an hour my legs were itchy and i looked to find insect bites all over them. I called receptio... more
I stayed in this hotel for 1 night and upon my arrival I was given a room on the ground floor. Within half an hour my legs were itchy and i looked to find insect bites all over them. I called reception and informed them who offered me a different room. That in itself was surprising as they seemed to admit by putting me in another room that clearly they knew about this. I moved to another room at 10pm and at 5am i woke up due to constant itchiness from the night, to find more insect bites on my arms and legs. I went to the reception saying I have not had a good night sleep and cannot stay in the hotel any longer. The porter said he cannot help me and after asking to speak to the manager he said he cannot help me as there is no manager. However, eventually he called his manager and spoke to her in a different language and then told me nothing could be done. I asked for a refund and was told nothing could be done. I called booking.com whom I had arranged this hotel. I left the hotel at 6am and declined to return the second night. I was informed by booking.com they would call me once they spoken to the manager but I had not received a call by 1pm. So I called them and they said they will re try the manager. Once the call came back from sure hotel manager Lucy, she informed me that all her rooms had been checked by HER staff and there was no problem. Obviously. And then I received a sarcastic condescending email from her, which was shocking that a manager can speak to anyone like this. Poor customer service. Even best western customer services were appauling in their management of this matter. Lucy refunded 1 night not 2, and her attitude and the disgusting rooms I was in as well as the poor management by best western customer services, means no more stays in their properties. And insect bites at Sure Hotel, the only thing u can be SURE off is a poor nights sleep and poor customer service. Poor quality rooms less
LucyK1320, Manager at Sure Hotel by Best Western Birmingham South, responded to this review
Dear Parminder Randhawa,
Thanks for registering and leaving a review on Tripadvisor. As you know I have already replied to your complaint via email through Best Western but do not mind replying with the same here as well. I would like to point out that I have never sent "a sarcastic condescending email" to you. All I said in my email is that there is no trace of any insects in our bedrooms as me and the housekeeping team have checked them thoroughly and I did specifically ask you to invite an independent outside inspection as well, which you have not done so far. I also kindly asked you whether you have seen a doctor or confirmed with a medical professional what the bites are from. I am sorry if you found this inappropriate but this is exactly what I would do if I found myself in such situation so forgive me if I have asked you the wrong question.
The night porter did indeed call me at 5 am this morning and spoke to me briefly about your complaint. I am sure you appreciate the fact that I am off duty at that time of the morning so for a guest to ask to speak to me at this time is unacceptable. Furthermore I have instructed the night porter to go up to your room and inspect your bed in order to confirm what the problem is but you have refused him access. Unfortunately there is not much we can do when a guests claims that there is an issue with the room but access is denied at the time of the complaint.
Our guests comfort is of paramount importance to us so we perform room cleanliness and equipment checks before every guests arrival. With this said and following the further checks on the morning of your departure I am
confident that there were no issues in the bedroom.
I am sorry that you have found the Best Western customer service appalling as well, they are usually very professional.
Apologies for failing to meet your expectations with regards to a full refund on this occasion.