I stayed here in august for 2 nights as I got tickets to Strictly at Elstree studios, very conveniently placed and rooms were clean. When the house keeping came into the rooms to clean they had moved my hairdryer (£120 GHD Hairdryer) which was no issue as the room was spotless, beds were made and fresh towels were given. I left my hairdryer at the hotel and once I realised I phoned up the next day. After much confusion due to the receptionist not speaking amazing English I got told they would speak to house keeping and I would get a phone call within an hour… 2 hours later I phoned the hotel and got told they hadn’t had the opportunity to speak to house keeping and got told again I would receive a phone call… again no phone call. I phoned back the next day and got told I would receive a phone call that day, after an hour I got a call to say the head of housekeeping wasn’t in over the bank holiday and they would phone me in a few days. On the Monday I received a phone call to say that my hairdryer was there and that I could organise a courier for collection or come and pick it up myself. On Thursday I drove the 50 miles each way to go and pick up my hair dryer only to be told once I arrived that it was a mistake and they in fact did not have it. I was told they tried to phone me to inform me of this, however I was able to quickly shoot down that lie after going through my phone records and revealing no missed calls or voicemails from the hotel. I asked to speak to the manager, after being told many times that all procedures had been followed (which they clearly had not as if they had I would have my hairdryer back) I was left without my £120 hairdryer and had also done a 100 mile round trip for no reason as a member of staff could not call me to relay this information. I was able to tell the staff which room I was in and exactly where this hair dryer had been left and still nothing. The manager took my phone number and email and I was told that I would get reimbursement for the cost of fuel, my time and some sort of compensation due to what had happened (manager suggested a complementary stay). I have now waited a week to hear from the manager and have had nothing from them, meaning not only have I been left without a £120 hairdryer due to either theft or someone not cleaning a room properly, but have also wasted 4 hours of my day driving round the M25 and waiting for them to find out what happened (with still no answers) and the fuel it has taken to drive the 100+ miles to get there. Overall, the customer service at this hotel is shocking, no one seemed to have an idea what is going on and the lack of communication between staff is atrocious. I am hoping the manager who made these promises to me will see this review and get in touch regarding the above.
103 Reviews