Best Western Priory Hotel

“One plus and several minus aspects that definitely won't have us returning.”

I use TA to recommend places to go to, not to avoid- usually! We visited here for two nights with daughter, son in law and grandchild joining us on second night to celebrate my wife's 70 something birthday (Wouldn't dare include the actual number.) The first night was fine. Lovely room. Staff welco… more

I use TA to recommend places to go to, not to avoid- usually! We visited here for two nights with daughter, son in law and grandchild joining us on second night to celebrate my wife's 70 something birthday (Wouldn't dare include the actual number.) The first night was fine. Lovely room. Staff welcoming, friendly and attentive. Our 'taster' meal good value. Now the second day with, I believe, a change of duty manager and now including the plusses and minuses, sadly all very negative! (I cannot be 100% certain the 'new' staff member was the duty manager but it hasn't been denied in our correspondence and my wife says she described herself as the management) The 'plus' was the 2hrs 15 mins from 3p.m.that my daughter with husband and lively 3 yr old had to wait with luggage for the room to be available. The minuses were the 'missing' cream tea for the grandchild that was never brought or explained and the refusal of same staff member later to bring a dessert, ordered and later charged for. No explanation despite all 3 of us asking. I really am not making this up. There were a couple of other instances of rudeness. I therefore complained to Best Western Customer Services as the manager was not at The Priory when we left. He responded very promptly, explaining staff shortages caused the late room readiness but said the 3 year old child should have made it a priority. He also offered my wife and I a free nights accomodation and breakfast.. He also made it very clear there would be no repetition of the behaviour. His response totally satisfied his handling of our complaint. So why our reluctance and declining? Simply because from the staff member herself no apology, nor regret, only "disappointment that her actions were interpreted that way" How otherwise could we have interpreted them? I have replied to the hotel, to Customer Services and to The Cameron Group, acknowledging but declining the offer but still seeking an explanation for her actions. No response to date. Like us I suspect they're puzzled and finding it rather problematic to explain. I still rate The Priory 4 stars as both rooms were fine and the deals good value. Also, the other staff deserve their conduct to be included. So should you go? It depends whether you enjoy Russian roulette and a gamble on which Duty manager you get? (It seems from Gary's review, Sept 24 that he lost his gamble!)

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“Great peaceful hotel.”

Hotel is well positioned on the west side of town. Lovely quiet and clean room. Dining facilities great with a comprehensive breakfast menu. Plenty of space in the restaurant and breakfast was unhurried despite arriving quite late in the morning. Attentive helpful staff. Will stay again.

“Great staff, appalling bedroom.”

The most extreme example I've ever seen of a hotel staff being brilliant and the room (56) being unsuitable by any modern standards of hotel keeping. Positive: Everyone, from reception, to the bar/restaurant, to the breakfast room, was welcoming, kind and helpful. Negative: the room (56) was actual… more

The most extreme example I've ever seen of a hotel staff being brilliant and the room (56) being unsuitable by any modern standards of hotel keeping. Positive: Everyone, from reception, to the bar/restaurant, to the breakfast room, was welcoming, kind and helpful. Negative: the room (56) was actually dirty. The carpet hadn't been cleaned for a long time. The toilet barely worked (REALLY had to work the handle!), the bed was hard and the pillows lumpy. It had not been upgraded for years, as the location of plug points (bar one) behind the bed demonstrated. As someone who uses a breathing machine, this was awkward. Not desperate, just awkward. I expect more. I may have been unlucky with the room they gave me. Even if that's the case, it's still wrong.

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