Booked to stay for a couple of nights but unable to travel due to self isolation. Hotels customer service was great, cancelled my stay and refunded in full without any hassle and all with just a couple of emails.
My partner and I love staying at the Westbridge Hotel, the staff are incredible especially the lead male receptionist ... and we call it our second home! Close to loads of attractions! Great rooms. Ps.. they need to create a loyalty card ☺️
Having already spent two nights in the hotel prior to this particular occasion I had absolutely no issues that were outstanding such as with the staff member in question. Upon booking again I arrived at the hotel and just by the door and before entering I used my personal hand sanitizer. I approached the front desk excited for my return as I had previously had a pleasurable stay for two executive nights hence booking again, yet I was extremely disturbed to the immediate abrupt attitude I received from the staff member. I was rudely and impolitely told to sanitize my hands at the door. I was told in an uninviting manner and I felt a very sour energy. I politely responded by saying that I had literally just sanitized my hands before entering. The lady at the front desk said that she didn't care , that it was procedure to use the one at the front door. She had no kindness or reasoning in her tone , she was just extremely rude in her tone and adimant that I should abide. Even though I could sense the pettiness principally speaking and the direction the conversation was heading after explaining again that I had just sanitized my hands I could sense that it was just easier to do it again , which I did at the front door and then I returned to ask if she could then book me in. She told me to calm down in a partionizing manner and proceeded to talk down to me in a condescending manner and tell me that I should listen in future and that she does not think she can book me in. I was absolutely flabbergasted. We spent some time going back and fourth but she just kept antagonizing me and telling me that I am aggressive and need to calm down even though she was raising her voice at me. At least 15-20 minutes had passed of me desperately trying to get booked in and with her saying she is cancelling my reservation, then saying she will not do but her colleague will and just completely leaving me hanging and practically desperately trying to get her to book me in. I repeatedly asked her if she is booking me in and she was silent. I would ask her what the real issue is then she would state that I should have listened and stay calm all the while antagonising me and frustrating me. In hindsight I can clearly see that she was annoyed that I did not listen and thus wanted to aggravate and hold up my time deliberately, I had no other option but to call the police who stated that whilst they were waiting for the staff to complete attending to other guests they spent some time observing the hotel staff and stated that several guests who had entered the building were not challenged to use the hand sanitizer. This has made me come to the conclusion that I was racially profiled, if it is not that it is classism, if not that utter abuse of authority, complete lack of customer service and victimisation. I was left waiting outside for over an hour waiting for the police and had my reservation cancelled for the stubbornness of a member of staff who did not apply the same force upon several other guests. I hope no other customer experiences the disgusting treatment I received and I am so glad that the police themselves witnessed the inequality and gave me their details and actually encouraged me to complain which I most definitely will. I truly believe the way I looked is what the staff member believed did not warrant me to stay in the hotel itself and thus the offish treatment. Many could argue that it's not any of the suggested but then I question, why would she not have applied the same force to the other guests and not diffuse such a preventable situation rather escalate it. Did the non sanitization truly get her that angry to the point of cancelling my reservation and not quiz or apply "procedure" to ALL guests. I would say that is extremely selective and highly unfair. I hope no other customer experiences this particular staff member nor the staff member who made no attempt to intervene and show any hospitality to me as a rightful paying customer. I will never ever in my life stay here ever again and I will definitely be spreading my experience on all possible platforms it was that humiliating and horrible as an experience.…
A great place to stay, very clean, easy check in, and fantastic staff who offer support for any request, really pleasant experience, close to all amenities. They have a good menu when allowed to serve Covid permitting, and easy access to Stratford, mainline station.
Stayed here for a couple of nights for my wife’s birthday. The hotel is lovely very Covid safe and the staff were all very professional and extremely helpful, a special mention to Kirrill who went out of his way to make sure we were comfortable. Our room had a balcony which was a nice touch. Its a very central location near two stations to get around London. The front entrance is on a busy dual carriageway so no car access at all and no hotel parking. Would definitely recommend this hotel.