I recently stayed at the Novotel in Hammersmith on business. My second visit. Whilst it is perfectly functional, please do not expect anything more. My room was clean on first inspection, but as I ran a bath I suddenly discovered someone else's pubic hairs, presumably belonging to the previous guest! Funny yes, but not when being faced with them swimming about in the bath you are about to step into. Things like that make me gag at best! I did not check whether the pillows and mattress had protectors because if I had, and they had been absent, it is likely I would've ran for the hills, quite literally. And, as I had to stay for two nights I thought ignorance was probably bliss. I never walk on hotel carpet and had slippers so at least my feet were safe!
On the first evening I met colleagues for a drink in the bar, only to be met by the most unfriendliest of bar staff, I have experienced better customer service in Macdonalds! They were so surly. I had to ask to be served, only to have my drink made with such agression that I was almost scared to point out that I'd asked for a single and they had poured me a double. I laughed this off with a couple of companions, but really.....! I ordered a cooked breakfast in my room the following morning, a continental arrived with no sign of the cooked. I rang down to query where the remainder of my breakfast was, I was dealt with by another surly staff member who quizzed me to the point that I felt I was in some replay of the Spanish Inquisition. She finally passed me over to a more senior hotel staff member who assured me he would look into it. I was called back swiftly to be informed that the cooked breakfast was £10 extra which is why THEY had decided the ordered breakfast should not have been delivered. I had given my card details to reception on check-in, to cover any extra expenses, so was really astounded by this attitude and communicated so. They assured me a breakfast was on it's way. It came! I really wished I hadn't fought so strenuously for the damned thing - it was pretty grim & cold, wrapped in clingfilm. I have never to date had any room service food delivered to me with clingfilm, I pecked at it briefly and thought it best to not abuse my stomach. I went to Starbucks across the road the next day! The following evening I needed to use my laptop for work only to be told that free wifi was not available. 'I beg your pardon did I just hear right....' I muttered, at this point about to burst into a fit. Yes I had, no free wifi. I run a smallish business that has approx. 800 clients visit a month, and we offer free wifi, what is going on when a business hotel doesn't offer it's guests free wifi!
I try to stay in the best accomodation that I can afford for holidays, and you definitely get what you pay for in my experience, but when it comes to service, I don't care where I am I expect to be treated well. Whether it's in MacDonalds or Pret or a mid-range hotel, or a store, and it strikes me that in general, customer service in this country is appalling. Does nobody understand the concept, it is not rocket science. It does however require fantastic, and continual dedicated training, something obviously most companies, including the Novotel do not invest in!