The Bournbrook Inn

Check in was quick, easy, and completely hassle free. Breakfast was also considerably cheaper than the advertised price, which was a pleasant surprise. On our first morning, we were assisted by an incredibly enthusiastic member of staff who helped us arrange breakfast. He was warm, friendly, and full of smiles, providing some of the best customer service we have experienced. When it came time to check out, we required some assistance as my partner was experiencing a flare up of chronic pain. The member of staff who helped us was exceptionally accommodating, understanding, and eager to assist. Nothing seemed to be too much trouble. The service we received from these staff members really stood out and made our stay all the more enjoyable. We could not have asked for a better experience.

On the second morning, we were unable to find a member of staff to pay for our breakfast. We noticed a young staff member with blonde curly hair working around the bar area, but despite several attempts, we were unable to get his attention. It took approximately 5 to 10 minutes before we were acknowledged. When he eventually approached us, the interaction lacked the basic level of customer service we had experienced from other members of the team. Although we were able to pay for our breakfast, he appeared visibly unhappy throughout the interaction. We were unsure whether this was directed towards us due to us being a same sex couple. It did make us feel uncomfortable. Every time we saw him during our stay, he appeared to be scowling. Later, I noticed that he was wearing earphones, which may explain why it took so long to attract his attention. This was particularly disappointing because every other member of staff we encountered was friendly, welcoming, and professional. Unfortunately, this experience detracted from what was otherwise a positive impression of the team.

The overall experience was absolutely fine and what you'd expect for a budget hotel.

I realised soon after leaving that I had left behind a bag and returned less than half an hour later. As there was no one at the desk I went straight to my room where the cleaner was cleaning it. The bag was there so I took it and was about to leave when I realised a parcel I needed to post that had been in the bag was missing. I asked the cleaner and she took me to another room, where she'd taken my parcel, ripped it open and removed the item of clothing inside. I couldn't understand her super well but she was saying something about how she'd been going to sell it!? I'd understand this if something had been left behind unclaimed for several days but I'd been gone 20 minutes. I think this hotel needs to employ more trustworthy cleaners, and probably pay them more...