The cotswolds own Fawlty Towers A review of Crown and Cushion Hotel
I had booked this weekend for some friends from london and ourselves.The price seemd OK and it was the small town base we wanted.
I faxed the hotel to confirm a booking in the dining room for the Saturday evening.They panicked and asked me if I had booked 6 rooms for the Wednesday night. I advised them I had not and sent a copy of the website printout, they then said I was not booked for the Saturday night I had the webconfirmation for!! They then agreed afetr more heartache that I was booked and I received confirmation from the hotel that both rooms were booked.I arrived about 6.p.m and was given a room (27) on arriving in the room it was not made up and had not been cleaned from the previous guests.This at 6.p.m !! I was taken to the bar and provided with a drink.Then I returned to the room and got changed ready for the dinner.On arrival at the dining room I was advised that the table had not been reserved!! There was a scrabble around and got a suitable table eventually, having rejected two. My friends were not impressed as I had told them about the room.the meal was O.K. then returned to the room and up the next morning to use the swimming pool. No lights, no towels no area to keep clothes safe. In fact very disapointing . The breakfast. Another disaster.Two juices straight from the tetrapack,No real choice for the hot or cold . Very sparse offerings.Checkout at 1030 on a sunday!!! again not customer orientated at all. In fact I am sure we were a problem to them !!
After this I decided to write to " The Manager" with my comments. The first letter was ignored so I sent a copy recorded delivery and this was also ignored. That says it all!!
Save your money and, if you want a great stay, then do not book here
In the 18 Months since purchasing this property we have built a regular and loyal following, repeat business is our main source of income, and we take this very seriously.
I would prefer to deal with problems on a face to face basis while the guest is at the hotel, this enables me to take any action required and immediately improve the situation for the guest. We have a traditional coaching inn with great staff and a warm welcome, so come along and visit us.