Very poor customer service
We arrived at the hotel on Wednesday and when we entered the room we discovered that the bedside lamps didn't work, there was no creamer/milk on the tray,and there were cardboard cups. In the bathroom... more
We arrived at the hotel on Wednesday and when we entered the room we discovered that the bedside lamps didn't work, there was no creamer/milk on the tray,and there were cardboard cups. In the bathroom the toilet roll holder was missing off the wall and there were several large cracks in the tiles by the sink. I messaged reception and a young man came to investigate. After trying various sockets for the lamps,and at my husband's suggestion, he eventually changed the bulbs. I pointed out the missing toilet roll Holder, he said 'oh yes, looks like it's been missing a while'. I pointed out the cracked tiles- no comment. The following day I asked for creamer and paper cups (the original ones were soggy) When we returned late in the afternoon, there was no creamer, and no cups.
Four times I told staff that the hand sanitizer by the front door was empty- it was still empty when we left.
Would definitely not recommend this hotel. less
Nadine Rees, Other at The Queen at Chester, Premier Collection by Best Western, responded to this review
Thank you for taking the time to share your feedback from your recent visit.
Please accept my apologies for the initial maintenance issues that were found on arrival. I agree that these issues should not have been there in the first place and I will be ensuring that our internal maintenance team complete a thorough check of the bedrooms whilst we are quieter due to the second lockdown.
Whilst we are a small team due to the pandemic, our facilities and areas should be stocked and not something that a guest should notice. Again, thank you for your feedback and I do hope that you will give The Queen Hotel an opportunity to show you how great our service can be.