My wife and I have stayed at the queens many times in the past, never had any issues, so as a birthday present she booked us in again for 2 nights. Check in was swift, our room was ready early which was great so we unpacked and out we went. Upon coming back to the hotel we went for a shower to freshen up for a night out only to find out the shower was only a trickle. My wife phoned reception and they said along the lines of oh yeah we know it's not working! My wife asked why they still letting out the room knowing this and she got some story that it had been tried to be fixed. After much inconvenience re-packing, changing rooms un-packing we finally got out much later than anticipated. Upon our return the card key would not work to open the door, another trek down to reception for it to be reactivated. Next day my wife went to reception to speak to the manager, and this is where it all went down hill. Half hearted apologies, comments like I've already apologised and I can't give something to everyone who complains doesn't go down well with my wife who herself excells in customer service (then again not everyone has the same standards). The manager said customers should have been contacted who were due to stay in that room. We certainly weren't, despite them having our phone number and address. We were offered a free drink at the bar, my wife said tongue in cheek we'd rather have breakfast. In the end we were given a drinks voucher which we declined. It's not the freebies we wanted it was an apology that was meant sincerely. walking back to the lift my wife said to me she didn't like the managers negative attitude and my wife got told off from a receptionist! Excuse me we are paying them to stay here are we not? After another day out the card key wouldn't work again, after following advice not to keep it next to other cards or mobiles. Bit of a coincidence??? This time a lovely young lady on reception sorted it out and her apology and empathy was genuine, think her name was adele, my wife said straight away she posseses natural customer service, thank you adele. Rooms were ok, clean, warm, compact, bathroom could do with tlc and a good clean of the skirting boards which were rather dusty. We don't expect 5 star service for what we paid but we do expect courtesy especially from a management position. Never again!
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- Also Known As:
- Queens Hotel York