On July 3rd I stayed at Heathrow Lodge as booked through
the above agency. Afterwards we had the following complaint which
we relayed to
the booking agency.
1.They advertised Satellite TV, there was none.
2.There was no telephone in the room, and we certainly felt
unsafe after a
man walked into our room that evening. The room did not lock
from the
outside (not explained to us) and there was only a flimsy glass
door.
3.There was no hot water.
I had the following reply: Thank you for your e-mail regarding
the Heathrow Lodge. I have forwarded your complain to the Lodge
and awaiting their comments. In the meantime please accept my
sincere apologies for any inconvenience caused. Reservations Manager
British Hotel Reservation Centre
After hearing nothing more I wrote again:
"I am surprised that you have had no response from Heathrow
Lodge in all this time; and indeed that you have not felt it necessary
to respond to me further. I am awaiting a more satisfactory response
from you, but if there is none, I feel that I will have no choice
but to pursue this complaint in other channels."
And I received the following reply on 9 August 2001: I have
received the reply from the hotel. Do you have a fax number where
I can contact you ? I look forward to hearing from you. Kind regards,
I replied as follows on 15 August 2001:
"I'm sorry, I do not have a fax. Please send me any information
to this address. I shall need to be making hotel reservations
in England in September, but until this is resolved, I don't feel
that I can count on you services."
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And, to date, have had no further communication with the firm.
What options
do I have now?
A Right of Reply letter has
been issued for the attention of the named official.
