Hotel overbooked

mountainofdebt

Can the OP clarify was there a toilet in each room and what were the washing facilities in each room?

tbh as for the rooms being single personally that would have been more preferably than a twin room as I would have had some 'me' time (however good a friend they are sometimes you just need your own space even if its to walk around the room in just your underwear).

Also I think the time to complain would have been the following morning, in person, at reception. If the facilities in the room weren't suitable (for the medical reasons given) it would have given the OP a chance to explain why these facilities were needed rather than desired and perhaps they could have been moved to a different room

picnic

does it matter if there was a toilet in each room? they did not book two single rooms they booked, with plenty of notice, what kind of accomidation they wanted. if the hotel could not offer this why did they not advise the guest's know before they arrived???? and I complain. all the time. If I am not happy with a service that I am paying for they why not complain? and no not advise.. why tell a company this is how they can improve? thats their job. if they cant or wont get it right complain!!

mountainofdebt

Because the OP and friend may have booked a twin room as it was cheaper (as it generally is) than booking two single rooms.

geordieracer

picnic wrote: »

does it matter if there was a toilet in each room? they did not book two single rooms they booked, with plenty of notice, what kind of accomidation they wanted. if the hotel could not offer this why did they not advise the guest's know before they arrived???? and I complain. all the time. If I am not happy with a service that I am paying for they why not complain? and no not advise.. why tell a company this is how they can improve? thats their job. if they cant or wont get it right complain!!

I think most hotels would probably let a room go if people have not turned up by a certain time unless they were informed.. I think travelodge do this quite a bit..Not that this excuses them for the way they have behaved afterwards mind.

shoddy that.

tbw

geordieracer wrote: »

I think most hotels would probably let a room go if people have not turned up by a certain time unless they were informed.. I think travelodge do this quite a bit..Not that this excuses them for the way they have behaved afterwards mind.

shoddy that.

I thought the OP said the hotel was aware they were going to be very late arrivals (didn't they go to the theatre?).

narabanekeater

sorry I havent posted back on here but ive got a few 'family problems' to confirm we both had a toilet. One room a bath the other a shower. We did advise the hotel that we wouldnt be arriving till late. The twin room was requested as my friend doesnt feel that confortable being alone during the night ( she takes tablets for depression not that that makes a difference to my complaint and has recently suffered a 'loss')
Im going to write a polite letter to the hotel manager. I would like to point out that payment was taken at the time of payment 8 weeks ago. The £150 a night is a lot of money but we wanted to do this weekend with style else we could have had a travelodge room or a cheaper hotel but I wanted to give my friend a weekend to remember.

mountainofdebt

tbh although it would have been more preferably from your friend's pov if you had had a twin room, each of your individual washing needs (a shower for you and a bath for your friend) were catered for.

Personally I think a polite letter, stating that you were disappointed that a) the required accommodation wasn't kept for you and b) that the promised bottle of wine also seemed to be non existant but I doubt very much that you'll get anothing other than a letter saying sorry but circumstances beyond their control prevented them giving you the room requested.

geordieracer

tbw wrote: »

I thought the OP said the hotel was aware they were going to be very late arrivals (didn't they go to the theatre?).

So they did.. Though did they call them on the day to remind them - in 8 weeks a whole load of things could've happened - staff turnover computer failing...People forgetting to make a note of it..

either way a letter to the manager should suffice.

tbw

We can argue all round this for days but the crux of the matter is the OP booked certain accomodation well in advance, informed the hotel of their expected late arrival time and paid a fair amount of cash for the room they wanted/needed. Why they wanted/needed a twin room is not really relevant and there should have been no need for them to 'remind' the hotel of anything. A hotel which takes a booking and full payment at the time of booking should have the nous to ensure that the booking is done properly and followed through correctly.

Having been short changed on the booking I reckon the OP has every reason to feel put out - even more so as the hotel couldn't even manage to cough up the promised bottle of wine! Probably the last straw. I would certainly expect more than an apology and a 'these things happen' outcome.

No wonder sevice levels /customer care in the UK is going downhill when so many people just ignore crappy service.

geordieracer

tbw wrote: »

We can argue all round this for days but the crux of the matter is the OP booked certain accomodation well in advance, informed the hotel of their expected late arrival time and paid a fair amount of cash for the room they wanted/needed. Why they wanted/needed a twin room is not really relevant and there should have been no need for them to 'remind' the hotel of anything. A hotel which takes a booking and full payment at the time of booking should have the nous to ensure that the booking is done properly and followed through correctly.

Having been short changed on the booking I reckon the OP has every reason to feel put out - even more so as the hotel couldn't even manage to cough up the promised bottle of wine! Probably the last straw. I would certainly expect more than an apology and a 'these things happen' outcome.

No wonder sevice levels /customer care in the UK is going downhill when so many people just ignore crappy service.

your quite right they shouldve known.. The only reason i give argument is because i have had it a few times with my corporate booking where they have let me down and let the room as they think i was not arriving..

Though i have found the top management to be very helpful when i have contacted them which has led me to get a nice room in a hotel somewhere else when i have complained