how do you change a hotels star rating? who do you complain too?

brookiebroo

hi im not sure if you can help me or not but i recently stayed at a hallmark hotel in bournmouth which was meant to be 4 * but it felt more like a 2*.

who do i complain too?

the hotel was 4* in reception and resterraunt but our room was awful and we had to be moved 2 times. once at 11pm.

problems below are: -

room

• fan didnt work
• light didnt work
• hot water wasnt working
• windows would not open
• got moved 2 times as the other roorms fan didnt work
• got our final room at 11pm which was a total nightmare!
• cards kept failign so had them exchanged 6 times!
• was not even given any discount or apologised to throughout whole stay

spa

• sauna was broken
• bubbles machine was broken
• steam room was dirty and smelled of mould
• relaxation room chairs were stained and dirty and it smelled mouldy
• spa pool had lots of floating mould and bits of dirt on the floor
• jacuzzi was dirty and missing tiles which were sharp
• whole room was dirty and rubbish on floor under tables and chairs
• changing rooms were dirty with stained toilet and mouldy shower

Spa treatments

• my full body massage didnt include head, face, hands and feet where as my partners did
• they could only fit one of us in 1 day 12pm and the other next day 12pm so ruened our 2 day stay.
• i wanted to book another treated so i didnt have to wait around for my partner and they said they were busy but 5 people including the beauticain that done my massage was stood around the reception area for 2 hours doing nothing but chatting.

payment

• we payed via a seperate company but on checking out the receptionist said they dont have 3rd parties organise stays so they charged us another £200 on our card without us knowing and we have had to fight and prove to them that we paid via another company!

we went away for our anerversary and had to get a babysitter for our little girl but to be honest it was the worst stay iv ever had at a hotel. i woudl have rathered work!

there are other simular comments regardign the facilities and the stay at this particular hotel on a hotel review site :-

http://www.tripadvisor.co.uk/ShowUserReviews-g186262-d193338-r72176558-Hallmark_Hotel_Bournemouth-Bournemouth_Dorset_England.html#CHECK_RATES_CONT

please can you help me as i feel i have been robbed of my money with only bad experiences

regards michelle inch

Gemmy_2

I don't want to sound to harsh but one complaint will not take the rating of the hotel down.

dzug1

Star ratings tend to be based on facilities.

Not on their condition or whether they work or not.

Best to ignore star ratings and go on other measures.