Appalling Customer Service
14/06/2018 kellychrisphilpott, County Durham, United Kingdom
Stayed every summer for 5 year, last one being July 2017 in one of the newly refurbished rooms. Rooms were nice even though everything was velvet and I hate the feel of velvet but guess that's persona... more
Stayed every summer for 5 year, last one being July 2017 in one of the newly refurbished rooms. Rooms were nice even though everything was velvet and I hate the feel of velvet but guess that's personal taste. However with my parents, husband and my kids we still had a great stay. Always booked the offer £99 for dinner, bed & breakfast...kids free but have to pay for their evening meal. Always sat all afternoon in outside bar area drinking & have lunch so spend quite a lot of money in there.
Come to book this year to be told kids under 5 are free and kids 5-15 are £25pp, I asked since when (as my kids wouldn't eat £50 worth of food on an evening meal). To be told for ages now so basically was told I was a liar when I said I never paid for the kids last year other than their evening meal.
Now the Manager is saying its because they are classed as a 4 star hotel since the renovations. Well if that's the case I think your staff/service needs to mirror that of a 4 star image as the attitude of the staff stink over the sake of 2 children staying you have now lost long term customers. Had someone of said I'm afraid since last summer our policy on children has changed to... then I wouldn't have minded but to be told I am liar is an absolute disgrace. Its no excuse for a manager to try and back up a receptionist telling you you are a liar even after I attached my emails off last year proving what I paid and was told regarding only paying for children's evening meal
Shocking customer service by front of house and Manager! less