Best Western the Ship Hotel

"I am extremely disappointed with my stay and the way I was treated by your staff. The level of customer service I received was completely unacceptable, and I believe I was repeatedly misled throughout my stay. Upon checking in, I was allocated a room on the top floor in the attic. While the rest of the hotel was pleasantly cool, my room was unbearably hot. There was no air conditioning, only a fan. However, the sockets next to the bed were not compatible with a standard UK three-pin plug, meaning I couldn’t position the fan anywhere near the bed, making it virtually useless for sleeping. I immediately went to reception and explained the situation, asking if I could move to another room. I was told that every room on the lower floors was fully occupied and that no alternative room was available. The only assistance offered was an additional fan. I also asked for an extension lead so I could at least place a fan beside the bed, but I was told the hotel had no extension leads available. Despite using both fans, the room remained unbearably hot. Later that evening, I checked *********** and was astonished to see that multiple rooms were still available to book. I returned to reception, where I was then told that rooms on the lower floors did exist, but they were being deliberately kept available in case of late bookings. In other words, I had been given false information when I first asked to move. Existing paying guests should never be treated as less important than the possibility of future bookings. By around midnight, after being unable to sleep due to the heat, I returned to reception once again in the hope that one of those rooms was still available. This time I was given yet another excuse: I was told I could not move because it would mean the housekeeping team would have two rooms to clean. Once again, my comfort, wellbeing and ability to get any sleep were considered less important than avoiding a small amount of additional work. This was another completely unacceptable response. To make matters even worse, I later discovered that the hotel did in fact have extension leads available. I had specifically asked for one earlier in the evening and had been told none existed. Once again, I had been given inaccurate information. As a result of all of this, I managed approximately one hour of sleep before having to start a new job the following morning. This was an incredibly important day for me, and the hotel’s failure to deal honestly and reasonably with a straightforward issue had a direct impact on it. What frustrates me most is not simply that the room was too hot. It is that I was repeatedly given misleading and contradictory explanations instead of honest, customer-focused service. At every stage there seemed to be another excuse rather than a genuine attempt to resolve the problem. Had someone simply been honest and made a reasonable effort to help, this complaint would likely never have been necessary. This experience fell far below the standard I would expect from any hotel. I expect a full explanation as to why I was repeatedly misled by multiple members of staff, and I believe appropriate compensation is warranted given the complete lack of honesty, the unacceptable handling of my concerns, and the fact that I was left almost entirely without sleep before the first day of my new job."

Brooklands Hotel Surrey

"There are the best"

Oatlands Park Hotel

"Perfect stay. Very good quality breakfast. Very clean room, comfortable bed"

Hand and Spear

"Fantastic base for one night. Easy for train into London or Wimbledon. Stafford all very friendly and helpful."

1 Bed Cottage-Museum View-Garden-Free Parking