ComplaintsforBest Western Lamplighter Inns London Ltd.

• Initial Complaint

  08/08/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  We brought our kids to the hotel which is 1 hour from our home. We came to this hotel specifically for the waterslide as did many of your guests. We called Friday August 5th 2022 at 5:05 because the water slide wasn’t going and again at 7:45. At 5:05 we were told to ask someone at the pool, the lifeguards stated that they did not know when the pool would open. Front desk called the pool back and they were open at 5:25. I was told at 7:45 that it would be open at 8:00. It was still not open 8:10p.m. I asked what times it would be open on Sat and no answer can be provided, they said call tomorrow. Our kids had not had the chance to go on the waterslide and are extremely disappointed. We only live 1hr from here and are not staying here because we need to but because we wanted to use the waterslide. Andre that we spoke with was extremely rude. Saturday- the pool was closed from 11-12 for a ‘deep clean’ yet groomsmen were allowed in the pool and again from 1:30-4:00, without telling guests ahead of time when booking that this would happen. The waterslide hours on the website and posted at the waterslide entrance are 8:30am-10:30pm on Saturdays and 4:30-10:30 on Friday. We had our kids ready at 8:30am to go on the waterslide, again our whole purpose for coming here. The waterslide did not open until 5pm and closed for 1hr at 7p.m., and then closed 30 minutes early both Friday and Saturday. The pool was closed the majority of the day. The customer service provided was absolutely terrible and the services were not available. Our kid had a terrible birthday and not one person seemed to care. I have pictures of the waterslide hours of operation that are posted.

  Business response

  11/08/2022

  Good Day,
  

  Thank you for contacting us regarding the file submitted to the property and allowing us the opportunity to respond.
  

  I tried to contact the guest by phone a couple of times (Aug 9th and Aug 10th) but have been unsuccessful. I reached out be email hoping to connect this way which we did connect. The guest has advised through a few review websites as well by email that they were not happy with their stay due some of the amenities being closed as well for their Management encounter when these issues were brought to their attention. The atrium area is subject to closure on Saturdays between 12pm - 4pm if cleaning of the area needs to be done to provide a fresh environment for our guests and making sure items like pool towels are replenished. As well this area can be closed during this time period should we have any weddings and or special events scheduled. This information is available on our website for our guests as well other important news on what is happening in and around the hotel. I apologized to the guest they were not aware of this as I understand it would be disappointing to find this out while at the hotel. Unfortunately due to staffing issues we were unable to reopen the waterslide after the scheduled closure as it requires a certified lifeguard and were not able to secure another certified lifeguard on such short notice. The guest advised they brought these issues to the attention of a Manager and felt the Manager was rude and lacked customer service. I apologized to the guest as I understand they were here to celebrate the child's birthday and with some amenities being closed they felt it was not much of a celebration.
  

  Guest stayed for 2 nights and is requesting a full refund. I advised our Management team of the review and they also expressed their apologies. Management offered a 1 night complimentary stay so the guest could stay with us again and we could try to make things right and celebrate the child's birthday the way they wanted to. Guest declined my offer advising they have no desire to return to the property and let me know about the complaint filed with the BBB wanting a full refund. I spoke with Management again advising guest would like a full refund. Management advised back they can offer a 1 night room and taxes refund. I emailed the guest back to advise of this. Unfortunately I am not able to put the refund through at this time though as the guest paid with debit and to refund the guest needs to be present. The guest does not want to travel to the area so I have offered that we could place the funds for the 1 night room and taxes on a travel card that they can use at any property worldwide. Guest has not responded / or accepted my offer but it still stands. 
  

  The guest has my contact info and is welcome to contact me any time to discuss anything further or make arrangements for the refund.
  

  Sincerely,
  

  ********

  Business response

  12/08/2022

  Good Afternoon *****,

  I spoke with our Management team again about your refusal of their offer. Their offer still stands which was a 1 night refund which we can place the funds on a Best Western travel card that can be redeemed at any Best Western worldwide.

  Please let me know if you will accept the offer and I can process the travel card for you and send it out. Thank you.

  Sincerely,

  ********

  Guest Relations

  Customer response

  16/09/2022

  
  Complaint: ********
  
  I am rejecting this response because:
  Best Western has not provided me with a one night refund as stated in this response (they said August 31st

  It was sent). 16 days later I have still not received anything. We were not allowed to check out on the second night as there was no management available until Monday- we asked and were denied. We were assured that the Waterslide and Pool would be open as per the stated hours on both the website and the waterslide at the time. Staff was aware that we were there for our child’s birthday and made no attempt to make up for the lack of communication and amenities which were supposed to be provided. Pictures have been provided showing the times that it said it would be open. 

  
  Sincerely,
  
  ***** *****

  Business response

  16/09/2022

  Good afternoon,

  Just to be sure the card had not been lost in the mail and used I did pull the gift certificate up and can see the money is still there so that is good news. I apologize for the delay and can understand this would be frustrating. Let's give it another week and hopefully by then you have received it. If by then you have not I can look to cancel that card and reissue another one. *****, if you would like you can contact me direct at the hotel. In corresponding back in August you should have my contact details there. 

  Sincerely,

  Guest Relations

*Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business. ↩