We have stayed at this hotel many times over the last 15 years, often bringing friends, we even had our son's Christening Lunch here, and have always been very happy with the hotel. However our... more
We have stayed at this hotel many times over the last 15 years, often bringing friends, we even had our son's Christening Lunch here, and have always been very happy with the hotel. However our recent experience in attempting to book the hotel for ourselves and 18 friends for a weekend has changed that completely
I had spoken with 3 different members of the hotel reception staff on four occasions during a two week period to confirm numbers and room requirements, each time the same price had been confirmed and at no point was I asked for any deposit, even though I offered. Yet, on the fifth occasion, when I spoke to the General Manager, Elizabeth [--], this was completely denied, the concept of it being a group booking was introduced and I was informed that the each room price was £20 more than I had been quoted, with the full amount for the entire booking to be paid immediately. This was the first time that this had been mentioned and no group rate for the rooms had ever been provided. The Manager was completely intransigent about the matter, accepting no responsibility for any error on their part, effectively calling me a liar and making it quite clear that she were unconcerned about losing the business of 20 people over that weekend. As the customer service at the point of booking was so bad we decided to stay elsewhere.
I put my complaint in an email to the General Manager but this has not even been acknowledged, let alone responded to. I will not be staying at the hotel again while it is under the current management less