Dover, Kent West Western Churchill Hotel

The room at the Western Churchill Hotel was tatty and desperately in need of cleaning and a coat of paint. The bathroom was dirty and the plumbing leaked all over the bathroom floor. These are the good bits.

The reception was manned by a couple of young girls who were clearly very unhappy with their lot. We reserved a table for dinner for 7:30. When we arrived, we were left standing there invisible for several minutes whilst they chatted amongst themselves. When we were eventually noticed, reception had not informed the restaurant and we were told there was no table. The girl went to check with reception, but this was unmanned. When someone eventually appeared, they knew nothing about it. We asked for the manager.

A scruffy unsaved young man appeared who apparently was the restaurant manager (you must be joking). Miraculously, a table appeared. The girl who served us said it happened all the time, she had been dragged in for the night as they were short handed and "no-one has a clue what's going on , which is about normal for this place". Eventually - and I stress eventually - we got served. To be fair, the food was quite good. Shame they had to spoil it with the wine. First choice was not available, and the second choice was a pre-opened bottle plonked down on the table. Do they not train staff to bring it sealed, open it in front of the customer who then tastes it it make sure is is OK?? Or perhaps they just recycle the bottles and fill them up from a cheap wine box out in the kitchen?.....

Next morning when we checked out, we were charged for breakfast. I queried this as I booked through Travelocity and was under the impression it was included. "Happens all the time" I was told by reception. They then went to look for the fax confirming the booking. There wasn't one. "Then how did you know I was coming?" I asked. "Don't know" they said. We went through my paperwork and I was informed that the reason they knew the rate was room only was "because it says £80". I said this was hardly conclusive. They said "tell me about it. There's so many rates we don't have a clue. We just have to go by the amount quoted, and £80 is room only."

Quite clearly, they employ cheap staff and make no effort to train them. The admin is a shambles. Rate structure is totally unintelligible. I have been ripped off. Their own reception staff complain about the way things are and say this happens all the time. The restaurant staff are unmotivated, untrained, scruffy and inefficient. Breakfast tables are not cleared away. We cleared our table onto the table where the breakfast buffet was displayed. It was all still there - clearly totally invisible - when we left. The word 'Sorry' does not exist in their vocabulary. Unfortunately the word 'dear' does. It was used on me several times despite the fact I do not have antlers growing from my head. I much prefer to be addressed as 'sir'.

To summarise, it's all screwed up and no-one cares. If I ran my business like this, I would deserve to go bankrupt.

I recommend you use the Premier Travel Inn 50 yards down the same road. Same views, half the price.