11/05/2019 not just c,
After checking in as a group the receptionist asked if we would like a packed lunch rather than a breakfast as we were leaving early the following morning. This was a nice thought which we presumed wa... more
After checking in as a group the receptionist asked if we would like a packed lunch rather than a breakfast as we were leaving early the following morning. This was a nice thought which we presumed was an additional curtious gesture by the hotel. Packed lunches were brought out to us 20 minutes later. However on returning back to reception to greet a friend we were told that we weren't on a bed and breakfast rate and had to pay £8.95 this was a bit much for a sandwich,bottle of water, crisp and yogurt, coupled with our surprise as nobody alerted us to the cost before hand. The manager stepped forward in an abrupt manner and realising the mistake made a reduced offer of £5, while my colleagues and I were discussing the offer I had placed 2 bags on the reception however not wanting to wait he snatched them out of my hand and walked away. We were all disgusted at what occurred and handed them all back.
later at 10pm we went to discuss the matter and unfortunately were told there was crossed wires and unfortunately that's how it is. we asked if we could speak with the manager/owner to clear the situation up unfortunately we were told he's not here and had left for the night earlier that evening however 10 minutes later he was seen in reception thus we must assume we were miss led by the receptionist. This whole situation was a mistake by the receptionists as friends of ours had paid a lesser amount and were on a bed and breakfast rate and so were offered a packed lunch. Which was also mistakenly given to us by the staff but then in hindsight were asked to pay. The customer service is very poor and below what would be expected in a reasonable situation as this was, mistakes made by the staff were quickly apportioned to us or regarded as crossed wires, there were no crossed wires on our part. Very disappointing! Throughout we were curtious and polite despite the lack of understanding of our situation created by the staff and manager/owner less
Jason W, Owner at Judd's Folly Hotel, responded to this review
Dear Guest. Thank your for your review. I was already aware of the situation as I had been on duty when the guests who booked direct checked in on Bed and Breakfast and I offered them the alternative to breakfast as they were leaving early. There was no issue with these guests. Your booking was made on a room only basis through booking.com As with all our guests on check in who book on room only they are offered a breakfast if they wished to add it to their accounts. You obviously(Persumed) it would be free. This is where your CROSSED WIRES comes into it. When you booked the rooms it clearly says ROOM ONLY. The packed lunches were prepared and you accepted them and you were very happy. Its only when the receptionist added to your accounts did you then say you though it was bed and breakfast. You then brought all the packed lunches back and said well we do not want them then. As a gesture of goodwill it was myself who offered them at £5.00 each to receive an aggressive message shouted from the other side of reception, Yes I did pick them up and remove them as neither myself or my staff should be spoke to in that manner. You were not mislead by the receptionist later in the evening, I had finished duty that night, but I can watch the hotel on CCTV cameras and saw all 6 of you stood at reception speaking to the receptionist on duty and I came round to see that all was ok, to be explained that you had accepted it was a crossed wires. albeit a few sarcastic comments thrown in from one of your party. If you had seen me then I would of quite happily spoken to you.
As you have stated the other guest did book direct and had breakfast included therefore they were offered an alternative to breakfast. You were ROOM ONLY. These guests very very pleasant and we would happily welcome them back.
Its always easy to blame the staff and management at the hotel, but there must be some responsibility that you have to take.
Our customer service is always highly praised, so I am suprised that the staff did not deal with your issue in their normal professional manner.
However, maybe there are a few issues that also added to packed lunch senario.
1) You parked your cars in a NO PARKING Signed Area and had to be asked to move them
2) YOUR Credit card was declined, so we had to contact Booking.com to get a new one, which was never received
3) You had to be asked to turn your reeving car engines of at 5.45am in the morning as it was disturbing other guests.
It has already been reported to booking.com on these issues on your behaviour as a group.
I am sorry that you think everything was everyone else's fault and we already know you will not be returning, so I wish you all the best for future bookings in the hope that you realise what basis you book your rooms on at other hotels.