When I chose this place for my wife's two week trip to London this summer, it was partly do to its location and because it was rated as a BW Plus, what a load of crap that is. This BW is by far the worst I've ever dealt with in the three plus decades I've patronized them. By BW normal standards, it falls completely short and the "PLUS" status should be removed, it is not that.
From the shoddy interior conditions throughout and basic undone maintenance, to the poor uncaring staff, the unchecked stealing housekeeping service and the aggressive chauvinistic threatening management. This place is a complete ZERO and I have file a formal corporate complaint against them because of these events.
Briefly, the housekeeping service while in my wife's room unattended stole her newly purchased very expensive Philip Treacy (the queens milliner) hat. There was no sign of forced entry and no one else had been in her room. After returning to the room from being gone all day, the zippered bag containing the headpiece was gone. As well the locked suitcase had been tampered with. Frightened and alarmed she called the front desk. To her dismay they offered no help. And insinuating that she was lying. She had to call the police herself to file a theft crime report and the hotel staff that evening did absolutely nothing to offer help or even empathy, unbelievable and unacceptable actions on their part. Afraid for her safety and made to feel uninvited and uncomfortable, we got online and secured her another hotel a few blocks away that evening as it was well past 11 pm by this time. Her bed was still unmade when she returned and she had to ask for the front desk for sheets to make the bed herself that evening on top of everything else.
The next morning, she is waiting for the "general manager" Ronnie Cherian, I use that term lightly, finally showed up and my wife begins to tell him what happened he asks her to his office and then closes the door. At this point behind closed doors, he accuses her of lying to defraud his hotel, and as well becomes aggressively hostile and chauvinistic trying to intimidate her through this brief but frightening experience for her. I assure you, he would not have spoken to me that way or any other male for that matter.
She felt so unsafe and his aggressive violent behavior towards her made her feel so threatened and violated, that she left his office as quickly as she could and left this hotel entirely two days early, moving to a much safer place and with a more professional compassionate staff at a hotel nearby.
This Seraphine hotel, the staff and management are the worse. Lodgers beware, this is not a Best Western Plus on any level. Ronnie Cherian should be ashamed of his behavior towards a female patron. His staff is by far the most non customer service oriented ever encountered in all my years of travels.
Additionally: The entire 14 day stay was billed up front when she checked in? I've never had a BW do that before ever. Even charged in advance on the future days not even used too? And charged a security deposit on top of that! What a scam.
Poor shoddy tiny room quality for the money's spent. Dirty stained furniture and nasty funky stained carpeting throughout. Dirty un-maintained rooms, an unchecked stealing housekeeping service, unprofessional staff and an aggressive abusive chauvinistic management. This is not a BW+ in any way, with very misleading photographs of the property as well.
As I said earlier I have contacted Best Western corporate offices and filed a formal complaint against this business, the staff and Ronnie Cherian in particularly for his aggressive abusive behavior. And spoken to my credit card company used on this trip to see what my legal options are against this organization.
*Lodgers Beware, don't let your loved ones make the mistake of staying here, you may very well be jeopardizing their safety. I would not want my daughters or wife staying here unaccompanied having experienced what I'm dealing with now.
1 Star - because there is no zero.
00567 read more