To start with I was travelling to Bath from Buckinghamshire as my father was terminally ill and he had very few days left. The manager knew this and was very helpful on the phone about how to get to the hospital and also suggested other hotels in the area for the Saturday night which he was not able to accommodate.
Having spent the day at the hospital I decided to go and book in and when I arrived in the room, number 114 (double superior) I straight away noticed an odd smell. I tried to open the window but there was no handle so I opened the Juliet balcony door to find a flower box with quite a few cigarette butts in it! The room was noisy from traffic noise and probably a huge boiler (or kitchen equipment) underneath and the windows did little to eliminate the noise. To be fair to the manager, when I asked to move rooms he offered me another double but that was smaller and just as noisy so I stayed put.
My partner and I went back to the hospital and returned about 11pm and went straight to bed. Now whilst I was on tender hooks waiting for the mobile to ring, it was not helped by the very uncomfortable mattress. In the morning it was found to be a zip system, with no topper to eliminate the springs pushing against the top making it a very uncomfortable mattress.
In the bathroom, the shower is plumbed in incorrectly; the hot is on the right and the cold on the left which is against the standards and can cause scalding to you or your children, so beware!
The towel rail was fitted into a stud wall with plastic raw plugs and is hanging off. The toilet is not fitted straight and the holders for the various items such as toilet brush, toothbrush holder etc are all wonky for the same reason.
For the first time in my life, I took the manager to the room to point out the faults and told him that I was going to breakfast whilst he thought about what he will be doing about these problems.
Breakfast was very nice with nice staff but as other reviewers have noted, you feel like you are trying to steal something when you go for more. The restaurant is in a great location, as is the hotel, but the seats are stained and threadbare.
Having checked out, I asked the manager what he is proposing to do about my complaint and he said he would be writing a comprehensive report and nothing else was offered. When I asked for the contact details of the owner, he would not give them to me and told me to email the hotel. He did eventually give me the owners name. Because the manager is hard of hearing I found I had to speak loudly for him to hear and he told me to stop being rude! I told him that I was not shouting, I was not being rude, I had not sworn or threatened him but I was angry with his attitude. Pointing to the CCTV camera, he told me that it had all be recorded which is good really, because if his boss is shown the footage he may be disappointed by his managers attitude. That is of course assuming that the cameras was fitted properly and not hanging on with raw plugs! Because
To his credit, the manager did try to please me by saying that the room, 114 (superior double), was a very popular room and guests ask for it when they return. All I can say is that they must bring their own mattress!
No doubt the manager will defend his actions and try to pass the blame, as he has in other reviews, but given that I was waiting for my father to die, I had received very little sleep the last few nights compounded by no sleep here, his customer service is lacking to non-existent and he may wish to consider how he handles customers genuine complaints in the future.
Reading the other reviews, thank god I didn't take the lodges rooms.
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- Also Known As:
- Old Mill Bath
- Old Mill Hotel Bath/Batheaston