I am always somewhat sceptical when one reads negative hotel reviews, as there is usually some agenda. When the host responds, one can usually see the whole picture and the truth lies somewhere in the middle. Having always worked in the luxury sector, where good service and honest feedback is a mainstay, I always ensure my feedback is honest. Here goes! I visited Cheltenham on 5th June, to celebrate the birthday of my friend, a well-known businessman in the town. Butlers looked great, central location and good value, so I booked online and advised I would be checking in at 7.00pm latest. On the day, I was at fault, by not leaving the restaurant until 8.05pm and immediately called Butlers, having received a missed call from them. I spoke to the owner Paul Smyth who advised me just to ring the doorbell on arrival and check me in. No issues I thought and advised Paul I would be 5 minutes. Not knowing Cheltenham well, it took me slightly longer to walk and I arrived at the hotel at 8.25pm, having already received a slightly more terse phone call en-route. To say, I wish I had captured on camera, the look on Paul's face when I arrived, will go down as one my greatest understatements; the pursed lips, the looking one up and down, the disdain! It was straight out of the Fawlty Towers book of hotel management and so over-the-top, it was all I could do to stop myself laughing out loud. Upon recovering my composure, I apologised for my late arrival, but was immediately made aware, that I was keeping Paul from his evening ahead. When I asked if Butlers had 24 hour check-in, (most hotels at this price-point have key pad door access), I was told, "At £75 per night, what do you expect?" Hilarious! At this point I was keen to get to my room, so wished Paul a good evening, to which his response, looking me up and down again, was, " Looks like you've already started yours. Incredulously, I replied, "I don't drink alcohol" (I used to drink too much in the past, so gave it up). Paul's final riposte was a highly sceptical 'hmmmmmm', a raising of the eyebrows, a turn on his heel and off he went into the night. It's such a shame, as I always do my best to support independent hotels, rather than the big chains and Butlers really is a lovely hotel; great furnishings, comfy bed, excellent location. Sadly, all just let down by such unnecessary rudeness on my visit. Everyone has off days and I hope this was just one of Paul's. I was more than happy to apologise, for arriving late. It will be interesting to see if this independent hotelier has the backbone to do the same?
Vertalen