This is the e mail with my list of complaints which I sent to
the hotel on the 13th August. Have had no reply so far.Tried to
complain at the time but was told there was nothing I could do
and the general manager was away.
I would like to complain about my stay in your hotel from 8th
august to 11th august in room 8 of the Rochester building.I made
the hotel reservation over the internet. The next day I was told
that I had missed a phone call from the hotel. It was not mentioned
what you wanted but I received a message that you phoned back
later on in the day to say it was okay. I was concerned so I phoned
the hotel to check my reservation and to ask what you had wanted.My
reservation was confirmed and I was told that they had no idea
why they calledWhen my fiancée and I got to the hotel and
booked in there was no mention of the restaurant.
I expected to find there was information in our rooms about the
dining times.When we got to our room we saw there was no information
about the hotelWe went to reception a little later on and asked
where the dining room was. The receptionist asked if we were with
the wedding party. We informed her we were just staying in the
hotel and would like to dine there.I was informed that the dining
room and bar were closed for that night due to the wedding so
they couldn’t feed us.We then went back to the room. Later
that night we found we could not get all of the TV channels.
We went down in the morning to have breakfast. It was advertised
on the website we booked on as being from 7.00 till 9.00 but we
were told that it didn’t start till 7.30. We reported the
television and were told it would be sorted out.When we went back
to our room that night the television had not been fixed. We managed
to retune it as this is what the man at reception informed us
the problem might be.The television was not working correctly
for our entire stay.
Each morning the reception seems acceptable, but degraded as the
day progressed to the point where, after 8 or 9 pm, we were left
only with channels 4 and 5 at best.I phoned that night to ask
what time the restaurant was open to be told you had another wedding
on. The man on the phone said he could tell me the name of some
takeaways I said that this was not good enough as I would not
have booked to stay in the hotel if I has known there were no
restaurant facilities I was told that most guests had been informed
and that I could be given the name of the general manager but
he was not there that weekend I said I would complain later on.
On Sunday when we went down to breakfast we were informed it was
not until 8.00 so we had to miss breakfast. It should not be too
much trouble to have information in the rooms telling guests the
times of breakfast. When we came back to our hotel room despite
asking for maid service none had been provided so we had to put
up with dirty towels and full bins.
When I phoned that night I was passed on to the kitchen by reception
as they did not know if the restaurant was open.The man at the
kitchen did not know if the kitchen was open so had a conversation
with the other manThe other man asked who I was and I said a guest
at the hotel. He said he assumed I was one of the sixteen dinner
bed and breakfast guests. I told him I was just a bed and breakfast
guest (indeed, due to the unavailability of the restaurant, I
would hope I could not have booked as a dinner bed and breakfast
guest) and would like to know what time the restaurant is open.
I felt like guests who had not booked dinner with the room,
or were not wedding guests, were not welcome.In the morning when
we went down to breakfast we were asked if we were there for a
conference.When we informed the waitress we were not, there was
some confusion as to where we were allowed to sit.
To summarise, my general complaint is as follows:
When booking we were not informed that we would be unable to dine
for 2 out of 3 nights at your hotel. There was a missing tile
on the left of the bathroom door, and the one below the space
was loose. The television reception was degraded each night to
the point where you could not watch it.Our room was not cleaned
on the Sunday. There was no information in the hotel room about
anything at all (such as breakfast times / dining availability
etc.). No attempt was made to fix the television despite our complaint.
Throughout our stay we were given the impression that B&B
guests are completely unimportant to your hotel.
Can you please answer the following questions?
Why I was not informed of the lack of restaurant on the phone
or when we arrived?
Why is there no information on dinning times?
Why was the television not fixed?
Why is there no maid service on Sundays?
What you are going to do to make amends for our unsatisfactory
hotel stay?
Yours Sincerely
Sharna Dixon
