Arrived after 3 hours travelling to the reception saying that she did not have our reservation. We showed the confirmation to her but that wasn’t good enough. After over 30 minutes on the phone with Expedia, nothing was resolved. The only solution from the reception was for me to buy a second room.
The other issue is that the reception is in the bar. It wasn’t the reception’s fault, but there were two guests speaking loudly and we couldn’t hear the phone.
The hotel rooms are very clean and well appointed. There isn’t much selection in Windsor.
The next day, I went down to the reception and it wasn’t resolved. The manager suggested I seemed annoyed. Yes, I was. He got the reception’s side of the story before mine, not typically a good approach. Let the customer share their concern first. It was like he said, she said. The reception suggested it was my fault and was defensive. Go figure.
This all could have been avoided by the reception reviewing our confirmation, validating it and sending us to a room to start enjoying our holiday and addressing the issue with Expedia afterwards. Even showing a bit of sympathy would have been appreciated.
I wouldn’t recommend this hotel.