Booked in to stay two nights. As I am pregnant, I specified TWICE on the booking form for a non-smoking room away from any smoking areas. Arrived to be given a room in the smoking area and an ash tray sitting on the side table in the room. Room stank. In fact the whole hotel either stank of cigarette smoke or urine! After waiting for over 20 minutes at reception to complain and ask for a new room, were told that although we specified that we wanted a non-smoking room, as it was done through a booking agent they didn't give us one as they weren't any available. I asked them could they not have phoned us using the contact number and I wasn't give a response. We were then offered a twin room in a non-smoking area which we accepted grudgingly only to be told that it was not gone. So, we were offered a smoking room with a balcony as "most people smoke on the balcony". Again my partner and I stressed that I was 7 months pregnant and did not want to stay anywhere near a smoking area never mind in a room where someone had been smoking. We were then offered help to find another hotel which consisted of being handed a map of the town and being told to head up a road and there'd be hotels on it. I asked to speak to the manager at this point who just happened to be standing right beside the check-in clerk clearly ignoring what was going on. He did not acknowledge us once even when I demanded that they phone and find us somewhere else to stay at the same price. After about another 5 minutes or so, the manager finally decided to step up and take over. Whilst standing waiting, there were a number of other guests making complaints about being placed in smoking rooms or rooms with no windows!
Whilst standing at reception the smell of cigarette smoke and urine was overpowering. Staff did not seem to be bothered by queue lengths with a number of them just standing at the side watching. Doesn't matter how much "good value for money" this hotel thinks it is, it was disgusting inside and out. Would avoid at all costs!
- Official Description (provided by the hotel):
- The hotel is superbly located on the seafront, overlooking Folkestone's picturesque harbour. This Hotel is an ideal gateway to the continent, with organised day trips across the channel to France and Belgium arranged from the hotel and easy access to the Port of Dover and Eurotunnel. ... more less
- Reservation Options:
- TripAdvisor is proud to partner with Booking.com, Expedia, Hotels.com, Lastminute, Superbreak UK, Priceline, Odigeo, TripOnline SA, Traveltool, S.L.U., Evoline ltd, Cancelon and HotelQuickly so you can book your Grand Burstin Hotel reservations with confidence. We help millions of travellers each month to find the perfect hotel for both holiday and business trips, always with the best discounts and special offers.
- Also Known As:
- Grand Burstin Folkestone
- Burstin Hotel Folkestone
- Hotel Grand Burstin
- Burstin Folkestone Hotel
- Grand Burstin Hotel Folkestone, Kent