BEST WESTERN MILFORD HOTEL

I booked for a five night stay, during that time my room was serviced/cleaned only once even after requesting that the service needed to be undertaken at reception twice, i followed the correct procedure with regard to hanging my service label request on the room door. So I had wet towels no drinks an un hovered uncleaned room there was also a strong smell of drains in the corridors, awful absolutely awful.

Stayed at the hotel last night with the Mrs we were welcomed by Matt who checked us in and explained dining times etc as not stayed here before.. he also put free parking on our car as a thank you for us being reward members a nice touch. We quickly put bags in room and went back down to the restaurant as we were close to the kitchen closing 8.30pm Matt served me our drinks and we had a quick natter there was only me n the wife in the restaurant it was nice and quiet Matt took our food order and went off to the kitchen to get the ball rolling so to speak the starter was prawns in batter which the Mrs said tasted fine but the presentation was lacking no garnish etc our 2 burgers came and they weren’t the best looking bit well done again no garnish etc luckily we were hungry as had been travelling down most the day so after Matt kindly brought us some ketchup we got stuck in the burger was really tasty in all fairness really juicy just a bit over done on the outside etc. Matt popped over and advised he wasn’t happy with the standard of food sent out by the chef even though we were the last to be served of the day they should have been as the same high standard as the first meal to be served he advised we wouldn’t be charged for the food just the drinks we,d had which we thought was very generous and showed excellent customer service. Matt was due to finish and introduced us to the lady taking over etc but we decided to call it a night I booked a standard queen room and was given a lovely executive room instead without asking for an upgrade etc Saw Matt again at breakfast he was very attentive making sure everything was good and we had everything we needed. I’ve stayed at other Best Westerns in the UK and always had great service but let me tell you Matt has been the best staff member I’ve been helped by a country mile the guys superb just hope BW realise what an asset they have in this chap 11/10 ….Matt thanks so much for looking after us was a pleasure to meet you mate and me and the Mrs both really appreciate the outstanding customer service you gave us. Atb Paul & Anne

This is one of the hardest reviews I have ever written with the hotel tired in places but more importantly severely lacking in proper maintenance and a severe staff shortage The staff who are there are in extremely challenging and difficult situations, and they go above and beyond to try and keep the customers happy! I’ve known this former family owned and run hotel for decades as the family farm used to be a stone’s throw away. Booked in for two nights during the July heatwave. Booked in with a very nice, happy and helpful receptionist, Carly, more about her later. Went to room, no 28, opened the door and was hit with heat! The air conditioning was not working. Toothbrush charging point not working. TV not working. Bathroom extractor fan not working. Toilet seat not fitted correctly, not aligned. The restaurant was closed owing to a water problem. Remember Faulty Towers? On first impressions this is it in Milford without Manuel! OK straight away I must say Carly and her team were absolutely brilliant and did as much as they possible could and more to sort things out. The toothbrushes charging point, Carly gave us two new manual toothbrushes, sorted, sort of. The TV problem was the remote, Carly changed it, sorted. Carly sorted us to eat a take-out by providing cutlery and condiments in the restaurant, so, sort of sorted. The bed appeared very well used and was so soft it was not easy to sleep on it. The furniture was rather old but functional apart from the small coffee table which seemed like it was about to fall apart it was so wobbly. The bathroom shower and towels were fine; toilet use interesting and the faulty extractor fan just adding to the humidity of the room. The Wi-Fi was a bit slow but did not drop out and was fine for messaging and general surfing. The air conditioning could not be sorted and had been unserviceable for at least a week. The contractors are apparently due on Monday, the day after we leave. The temperature in the room was almost unbearable where the sun was beating in, the windows don’t open either but did have blackout curtains which helped a bit. A small fan was running to move the hot air around but no substitute for working air conditioning or proper ventilation. This is really unacceptable, not what was booked and paid for. Carly once again did as much as she could and offered a reduction off the booking for the first night plus moving us for the second night into a room which had working independent air con and electrical items. We heard many people complaining and the staff trying to placate them, but they can only do so much. Breakfast first day was unlimited with cereal, yogurts, bread, croissants and full English cooked to order. It turned out Carly who was on her day off had come in to do the breakfast cooking as the normal chef did not turn up for work. It was all super and what we expected. Well done again Carly and Margaret who we met at breakfast, super team. The second morning once again no chef so another stand in who was Yvonne who had been on shift all night but stayed to cook but could only stay so long. The hotel was full and although the staff again went above and beyond again, the one staff member left, Matt just could not keep up and, in the end, there was limited hot food left. For the second night Carly changed the room to a smaller twin/double, No 40, but, what a difference as soon as you got through the door. The air con was great! There was no fridge, no extractor fan in the bathroom, cracked sink and no change over knob for the shower/bath but after the first night so what. The beds were twin made up into a double and much better that the first room. The furniture was also more modern. If this review was just on room 40 it would have been much better but the experience with room 28 and the overall hotel maintenance was just so bad it influenced the overall review. So, to conclude, this could be a super hotel but is severely let down by poor maintenance and a severe staff shortage which can only be blamed squarely on management; contractors that get at least a week to carry out essential maintenance is totally unacceptable. Electrical maintenance for other items like extractor fans and shave/toothbrush chargers also needs to be attended to promptly. Carly assisted by Maragret, Matt, Yvonne and others are a definite great asset to this hotel. I was all for leaving and booking into the holiday Inn in Garforth which I have used many times before, but Carly and her actions managed to stop that. I would have demanded a full refund and would have got it under consumer rights as definitely not what was booked and paid for plus not of a reasonably standard. Carly and her staff get 5 stars whereas the hotel just gets a 2! The owners and management need to get a grip and sort this mess before what great staff they actually have leave and who would blame them!