Never been so disappointed in a hotel. Was booked into this hotel by a production company for a tv show.The hotel had alot of children in it due to the show that we were in, and never have I been in a hotel that was so child unfriendly. One child not in our group was sat in reception with his parents and opened a packet of sweets which he put on the table in front of us and was advised by staff that he was not allowed to eat them and could he leave the area, he was 8 years old. Our children went upstairs to the restaurant to eat as they had to be in bed by 10pm as per the child protection that were assigned to look after them. They ordered their food at 9pm and were still waiting for it at 11.15 when every other table of adults had been served. The excuse was it was what came out the kitchen, yet what came out of the kitchen was the same food the children had ordered but was given to tables of adults as they were complaining. I ordered a sandwich in the afternoon after 45 minutes asked when it would be arriving and was advised it had been given to someone else. I was fed up of hearing sorry. I run a customer service business and was totally stunned by the lack of customer service in this hotel. The staff are probably the most unfriendly people I have ever met. Our group was part of the same show a couple of years ago and we stayed at the Village in Maidstone, the hotel could not have been more accommodating to both the adults and the children which made their experience even more rememorable. If these hotels dont want children in them then they should not accept the large sums of money they take for the block bookings. Absolutely disgusted by the whole experience of this hotel and advised the production company involved. Someone needs to take the staff of this hotel and give them some basic training on manners, customer service, and the qualities that are required to work in this industry.
One final thought, we had spent £60 on a display of balloons wishing our children good luck for the event in the evening. We brought the balloons to reception at 7am to show the older children them before they left for the studio. We asked at reception if we could leave the balloons in the breakfast area till the younger children came down, then they would take them to the studio with them, he staff advised that would be ok. The younger children came down at 7.45 and the balloons were gone. We asked at reception again were they had gone and were advised that housekeeping had taken them away and destroyed them as they dont allow things like that to be left. No apology no nothing just a shrug of the shoulders, just about sums up the staff.
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- Also Known As:
- k West Hotel And Spa
- k West London