hotel complaint

xyellowx

Have just stopped 2 nights in a 3 star hotel cost £340 paid on credit card.
When i booked over phone i asked if they could accomadate 2 small boys husband & wife and nan (oap) was told a family suite was best for us.
When checked in a lady was complaining about previous nights noise. When we were shown to our room we had to go through restuarant out the trade entrance down fire escape across the delivery yard and then up a flight of 20 plus stairs to the room.(the 2 family suites were isolated from hotel and was not told this when booking)
the adjoining wine bar played music to the early hours of the morning both nights. And we were woken up at 06:30 by deliveries being made to kitchen.

I complained when we were there and on checking out was told a senior manager would phone me tomorrow but dont expect them to.

on checking out another lady was complaining about the noise.

Yet the hotel were disputing there was a noise problem.
Checked website no mention of possible noise / music / lively part of town / may not be sutable for familys. And delivery bay they are saying is a court yard even though have pictures of several vehicles making deliveries.
feel have been taken for a ride and paid a lot of money out for
what should have been a special weekend for family and nan completley ruined and the hotel was not bothered.

Whats my next step if they dont get in touch tomorrow? Was thinking trip advisor and ombudsman.

OlliesDad

xyellowx wrote: »

Have just stopped 2 nights in a 3 star hotel cost £340 paid on credit card.
When i booked over phone i asked if they could accomadate 2 small boys husband & wife and nan (oap) was told a family suite was best for us.
When checked in a lady was complaining about previous nights noise. When we were shown to our room we had to go through restuarant out the trade entrance down fire escape across the delivery yard and then up a flight of 20 plus stairs to the room.(the 2 family suites were isolated from hotel and was not told this when booking)
the adjoining wine bar played music to the early hours of the morning both nights. And we were woken up at 06:30 by deliveries being made to kitchen.

I complained when we were there and on checking out was told a senior manager would phone me tomorrow but dont expect them to.

on checking out another lady was complaining about the noise.

Yet the hotel were disputing there was a noise problem.
Checked website no mention of possible noise / music / lively part of town / may not be sutable for familys. And delivery bay they are saying is a court yard even though have pictures of several vehicles making deliveries.
feel have been taken for a ride and paid a lot of money out for
what should have been a special weekend for family and nan completley ruined and the hotel was not bothered.

Whats my next step if they dont get in touch tomorrow? Was thinking trip advisor and ombudsman.

Did you raise a complaint regarding the nighttime noise at the time? I think the first step should be to write a letter of complaint to the hotel manager outlining the issue and what you expect?

Out of interest, where was this hotel (sounds suspiciously like a hotel i used to work behind the bar of?)

xyellowx

yes we complained twice wilst there but was told a senior manager was not available until today (wed)

hotel was so called best in western super mare

xyellowx

ps no call as of yet and will be amazed if we get one

OlliesDad

xyellowx wrote: »

yes we complained twice wilst there but was told a senior manager was not available until today (wed)

hotel was so called best in western super mare

Yes, I presume you are talking about the Royal Hotel. I worked part time behind the bar there up until a few months ago.

The issue with the noise varies depending on the day, the Unwined bar next to the hotel (it is actually owned by the hotel but sublet) can vary (some weekends very quiet and some louder) In addition there are bars directly opposite which can get loud, although im not sure the hotel can be held accountable for them.

The hotel is no longer part of a chain so any recompense would be up to the manager , but he is well known to be a pain and very unwilling to be cooperative to complaining guests.

Edit: I would add a review on TripAdvisor as i know this is monitored by the hotel.

xyellowx

im giving them till friday the trip advisor/trading standards/ombudsman

i told them at reception i wouldnt be a customer who just forgot about it when they didnt bother to phone

the waitress and barstaff were really nice the hotel reception staff some of the most unwelcoming ive ever come across they have a excuse for everything everytime we went past reception somone was complaining

i want to see what trading standards make of the "courtyard"

xyellowx

and the chef he came out and asked if we enjoyed the food which was a nice touch

Takeaway_Addict

thing is if the hotel was bothered would you still go back? No and as of yet you have not named and shamed them (hint hint) so no bad publicity yet...

Equaliser123

xyellowx wrote: »

im giving them till friday the trip advisor/trading standards/ombudsman


i want to see what trading standards make of the "courtyard"

What Ombudman would that be?

And don't hold your breath that Trading Standards will be in the slightest bit interested.

OlliesDad

As above there is no ombudsman that covers hotels.

xyellowx wrote: »

i want to see what trading standards make of the "courtyard"

Out of interest, what is the issue with the courtyard area? fair enough it doubles as a trade entrance, but it isn't that bad.

Taadaa

Why wait to do the Trip Advisor review? Did you check it before you booked?