I consider myself a polite person and I do avoid confrontation but I was forced to write this review as I am appalled at the management's response to my friend's review ! I am referring to holldoll13's 'Awful Customer service'.
I understand that it was inconvenient that we arrived at 10pm however, it was unavoidable as we were stuck in bad traffic and the journey that should have taken us 2 hours took almost 5 hours. As my friend stated in her previous review, we called the hotel to explain our situation and give them some warning that we would be arriving late when we hit the traffic, as we thought this was the correct and polite thing to do. WE DID GET A EXTREMELY RUDE AND UNCONCERNED RESPONSE from the woman that answered the phone at the Bridge Hotel.
Upon our admittedly late arrival, we were met by a woman that was again rude and unhelpful. When she approached the reception desk to see to us she simply shouted the name our booking was under to confirm who we were. We responded that it was us and that was the only conversation we got from her until she handed us a key and told us our room number. We then had a brief conversation about the code for the front door when we explained to her that we were here for a night out and she informed us we would need it to get in.
I was the one who went back to reception to ask for lemonade as my friend stated in her review. I am very upset that in the management's response I have been made out to have lied. I did ask for lemonade and was told that they only sold it on tap. However I was NOT given a price and it seemed clear to me that the woman did not want to help me by her ill mannered response to my question !!! Because of this I asked if there was a shop close by where I could purchase a bottle and was told that all the shops would be closed, again a very unhelpful response.
I then had to rely on one of the boys that the manager mentioned in her response to take me to a shop that was no more than 5 mins away and was very much OPEN !
The reason for our visit was a night out and because we had never been before our friends, 'the 3 boys', did meet us at the hotel for a drink and to show us how to get to the town center.
The incident that the manager highlights were one of our friends dropped a can out the window was true. However, we all told him it was a silly thing to do and when the same woman screamed at us through the open window in our room, which I believe was the wrong reaction and she could have handled it more professionally, the boy in question went straight out, picked up the can and apologised. He brought no warning of the noise level back with him. We could hear the conversation our friend had with the manager through the open window and also heard no warning of the noise level.
When the manager, accompanied by a gentleman, came up to our room. She again gave us no warning but shouted very aggressively for us all, quote 'including the girls', to leave to hotel. We argued that it was unfair not to give us a warning and the gentleman very nicely agreed. We left for our night out almost immediately. I still fail to understand how the manager was so upset with the noise level. We had no music on in our room and were simply getting ready and conversing with our friends, I can only imagine the reason other guests might have been able to hear us is because we had to prop the door open as the hotel room was extremely hot and stuffy, even with the windows open.
We arrived at 10pm and left for our night out at 11pm at the latest, this is confirmed in the management's response. Again I fail to see how we could cause that much upset in less than an hour.
I am embarrassed to admit that I was scared of the manager after her very unprofessional and aggressive response the the noise we were making. My friends and I are not unreasonable and would have responded to a firm but polite warning.
I have stayed in many hotels in the UK and have never felt so unwelcome or come across such poor customer service.
Finally, my friend forgot to mention in the first review how unhappy we were with the room itself. The walls had some small but noticeable stains and there wasn't even a bar of soap in the bathroom !
I would NEVER recommend The Bridge Hotel !
- Official Description (provided by the hotel):
- UNDER NEW OWNERSHIP. Small and friendly hotel situated on the edge of the town centre with ample free parking. 18 en-suite rooms with televisions hospitality tray, hair dryer and complimentary toiletries. Conveniently located for easy access to the M180 and near by ports of Grimsby and Hull. Cleethorpes with its popular sandy beach and pier is approximately 30 minutes drive away. The hotel also boasts a restaurant and public house which is open to both residents and none residents. A warm welcome awaits all of our guests, as we continue to restore this Hotel to its once former glory, we hope to make every guest a part of the journey. ... more less
- Reservation Options:
- TripAdvisor is proud to partner with Booking.com, Hotels.com, Expedia, Ebookers, LateRooms and 5viajes2012 S.L. so you can book your The New Bridge Hotel - Scunthorpe 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:
- Howdens Hotel Scunthorpe