bestwestern.co.uk

Awful Experience – Bed Bugs and No Response for Weeks

I stayed at The Lakeland Hotel – a Best Western hotel by the station in Kendal – and it turned into one of the worst travel experiences I've ever had.Not long after checking in and going to bed, I began to notice painful bites on my body, which turned out to be caused by bed bugs. I was bitten multiple times and when I alerted the staff they advised they didn’t have an alternative room and instead offered just a change of sheets. As a result I had to leave the hotel in the middle of the night due to the severity of the situation. It was distressing, unhygienic, and completely unacceptable.Since then, it has now been over 3½ weeks, and we have called multiple times and sent several emails to both the hotel directly and to Best Western’s Careline. Despite all our efforts, we’ve received no response whatsoever — no apology, no explanation, and no offer of compensation.This experience has caused physical discomfort, stress, and additional out-of-pocket expenses for emergency accommodation. But even worse is the complete lack of accountability or concern shown by the hotel and the Best Western brand.I strongly advise others to think very carefully before booking here. A hotel should offer a safe, clean environment and, at the very least, take responsibility when things go wrong. In this case, both the hotel and Best Western have failed badly and we’ve had to now go public with our views which we wouldn’t have had we received an acceptable level of customer service

Date of experience: Aug 22, 2025