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“Terrible services – unwelcoming staff”

Written on: 08/07/2013 by ClareMiao (1 review written)

I am very disappointed with my stay with you this weekend, mainly because of your extremely unwelcoming receptionists!
I arrived at the hotel with a friend of mine at around 4pm on 6th July 2013. We went to Birmingham for a weekend break. We had booked two single rooms online for that Saturday night 5 days in advance. For some reason the two bookings were not linked together although they were booked at once using my credit card. When I checked in with my friend, the staff simply asked my name and my home address and routinely asked if I wanted a morning call or newspapers. He then gave me two key cards; I thought they were for two rooms. So we went upstairs before realised that both cards were for the same single room. So we came down and collected the other set of keys. The staff again routinely asked if my friend wanted morning call or newspaper. Throughout the check in, I didn’t hear one word such as welcome! If the IT system is not intelligent enough to link the two bookings together, human common sense can surely make up for it! If the staff had been a little bit friendly and asked if we were both staying at the same single room (which is highly impossible), this inconvenience would have been avoided completely.

When we checked out, similar drama happened again! Although this time, there was an extra issue with the payment. I thought the two rooms were both paid for when I booked them online. But the staff impatiently told me that was just a credit card confirmation not the payment. So I paid, and left the hotel with my friend. None of us were asked if we enjoyed our stay. None of us were given any word such as welcome! I was simply given my receipt and didn’t even hear they say goodbye! I was mortified! I never ever in 10 years living in the UK received such service. I felt something wasn’t right, maybe the check out was not completed yet, so I asked the two receptionists if that was all. They said it was. Again, no goodbye, no welcome again, no nothing!!!

The room and everything else was about average. Nothing stood out. That wasn’t important. We were there just for one night and the location was great that was exactly why I booked it. But after this horrifying experience with your hotel staff, I doubt I would stay with you again nor would I recommend you to any of my friends!

I wasn’t around when other guests checked in or out, so I am not sure if we were the only ones received such horrible services. What I am sure is that we are both Chinese however I really hope this is not a case of racism!!!

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