jo hickman

Review of De Vere Royal Bath Hotel, Bour...

The worst customer service ever! Ten days before o...

The worst customer service ever! Ten days before our reservation I requested two adjoining rooms for my mother (85 with onset dementia) and my family and was assured that the rooms I had booked would be adjacent (crucial that my mother was able to reach us).
On check-in I was surprised to be given a room on the 1st and one on the eighth floor. Given our circumstances, this was totally unacceptable. The helpful reaction from the receptionist was a shrug.
Eventually, we were offered two rooms on the 8th floor through a series of corridors and stairs - with no lift! There is no way that my mother could have attempted this.
We were told (again by the receptionist who clearly should be in a less customer-facing role) that there was nothing else she could do and if we didn t like the rooms we didn t have to stay.
We were now extremely late for a family gathering celebrator dinner and with no accommodation for the evening. This was Pride weekend so there was little chance of finding rooms elsewhere.
We were left with no alternative but to arrive extremely late for the birthday dinner and leave early so that we could ensure my mother was home at a reasonable time.
The rooms that were offered were rooms with no windows and a plastic skylight that doesn't open. The rooms were stifling with no air (or fan!) and it was 32 degrees outside. This cannot be legal or within health and safety guidelines.
Overall the most deceivingly dreadful hotel. What a shame that such a beautiful building and landmark is nothing more than a doss house.