Grims Dyke Hotel, HarrowWe had a lovely stay here. We have stayed here about 9-10 times. Yesterday we asked what time breakfast was until and were told 10.30am. We went today to have breakfast at about 10.05am and the waitress said breakfast was stopped at 10am. She said she would check with the chef who kindly agreed to make us breakfast. We said we didn’t want to delay them by getting them to make us breakfast as this wouldn’t be fair on them. The waitress couldn’t have been nicer and said she would let reception know this and get a refund issued. We then went to reception and Anne-Marie, the general manager was on reception. The waitress advised her that we didn’t want to disrupt the kitchen staff. Anne-Marie, without even lifting her head to say hello said there was no way we would be getting a refund as we were refusing to have breakfast and that we were being ‘unreasonable’! At this point I left the building as I couldn’t listen to her. She was very unprofessional, rude and submissively aggressive. This all goes back to a previous visit when the hotel had a private wedding party booked and gave our garden lodge to other guests and told us our room was closed due to issues in the room which was a lie as confirmed by another member of staff. My partner was upset and frustrated by Anne-Marie. Appalling attitude. This does not say a lot for the Best Western brand if Anne-Marie is supposed to be a manager! She basically accused us of being liars and that she was always sorting out our ‘issues’. We are not the complaining type but on our previous stay she created the ‘issues’ by moving us to a downgraded room without any notification! I would rather stay at Fawlty Towers now rather than have to be subjected to the appalling behavior and attitude of Anne-Marie. May I just say that rest of the hotel staff have been nothing but great to us. This does not reflect on them in anyway. Mistakes happen and we understand this but the treatment from Anne-Marie is shocking.
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