Booked a special Autumn deal, and then another Bond special for the same weekend, so different rooms. We were delighted to receive email confirmation of the Abbots room (possibly best in the hotel) for the Sunday, only to be rung the next day by the hotel to say they had double booked the room (well after we had received our email confirmation). Saturday night in room 5, right over the newly positioned bar was terrible - why on earth did we get that room when the hotel was not full and they know that they have noise problems after the refurbishment. The group now charge a hefty Saturday night supplement for their special offers which only added to our misery on the noisiest night of the week. We were also told our dinner booking was 7pm on arrival, when we had email confirmation that it was 7.30pm. A minor niggle, but having planned our evening around the champagne with the deal we had to re-group. The restaurant was not full and they could easily have accommodated us at our booked time. We were made to feel in the wrong - not good customer service.
The staff should be given a simple piece of training advice - honesty is the best policy. A genuine apology goes a long way, but the general air of indifference and shoddy customer service really is beginning to let this group down.
In the restaurant, the service was patchy - again, lack of attention to detail and making sure that all tables are being well looked after. The restaurant wasn't full.
There is clearly an ongoing problem with some of the showers - some of which are not fit for purpose. These things can be fixed.
We have recommended many people to this hotel group over the years, and it is sad to see that these things are now making us think twice about booking or making a recommendation. You do get repeat business, so it's not good enough to work on the assumption that you don't need to service that part of your market.
We would visit far more frequently if you didn't slap on those Saturday supplements.
- Official Description (provided by the hotel):
- Located in the heart of Broadway, overlooking the quaint village green; The Broadway Hotel has 19 individually styled bedrooms, a lively bar, cosy lounge and award-winning Brasserie. The hotel is dog-friendly and ideally located for exploring not only Broadway, but surrounding Cotswold villages and attractions including Broadway Tower. ... more less
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