Xmas Day Disaster

nksimpson

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powerful_Rogue

So you was offered a full refund and a Sunday meal, and then the offer was increased to include an over night stay as well?

Far to much emotional nonsense in your letter that is irrelevant.

What exactly are you looking for?

JReacher1

Your complaint is ridiculous.

A refund is all you are entitled to. Even offering you a free Sunday lunch is more than they need to.

As you've made it quite clear you're never going back to the hotel then they have no real need to give you anything else!

BykerSands

powerful_Rogue wrote: »

So you was offered a full refund and a Sunday meal, and then the offer was increased to include an over night stay as well?

Far to much emotional nonsense in your letter that is irrelevant.

What exactly are you looking for?

That seems more than fair.

tomtontom

Why did you sit in the foyer for half an hour when you were supposed to be somewhere else?

The hotel clearly messed up, but there are parts of your complaint where you really don't help yourself. Their offer of redress is fair.

BykerSands

nksimpson wrote: »

We had to wait for Taxi's that's why we had to wait in the foyer, thanks for your feedback everyone I will take on board This isn't just a normal Sunday lunch that was affected it was a Christmas Dinner which is precious.

Well you obviously have a monetary value you place on Christmas dinner. So what is it?

powerful_Rogue

nksimpson wrote: »

My parents who I have Christmas Dinner with every 2 years are elderly & couldn’t wait for their dinner, it also wasn’t evident if we were going to get fed at this point. This was distressing, without sounding dramatic my mum & dad have been seriously ill this year & with their illnesses we don’t know what is around the corner which I find most upsetting that this is was our time to spend together.

Then why not plan a Christmas dinner at home, where everyone can relax and enjoy proper family time.

nksimpson wrote: »

I was consoling the Assistant Manager who was crying as she was getting verbally attacked from the other customers as there was nobody actively telling people what was going on

And you think your xmas day was a disaster? Not only did she not have the opportunity to spend xmas day with her family, she has had to suffer verbal abuse to such an extent she was crying,

nksimpson wrote: »

Approx 200 irate customers who hadn’t eaten and a free bar added further fuel to the fire. There was no Senior Management to support the staff, myself and sister-in-law were advising the other customers and trying to calm them down!

No-one asked to to advise the customers. If you didnt know what was going on, what excatly were you advising them about? Probably adding fuel to the fire.

nksimpson wrote: »

Whilst we were waiting for our food our children were occupying themselves by playing outside in the foyer to be knocked over by guests playing on the luggage trolley and then being sworn at & pushed because our children were in the way.

Shocking behaviour and I would be annoyed as well if I was a guest in the hotel. Its a foyer, not a play room. I also feel sorry for your children. As the meal was booked for 4pm, im guessing you must have arrived about 3.30pm. As you didnt leave till 9.30pm that means on xmas day, when all kids want to do is unwind and play with their new toys, instead they were stuck in a restaurant for 6 hours.

nksimpson wrote: »

We sat down at our table and asked for a large dish full of bread rolls just to keep us and the children going until they were ready to bring us something. Luckily I had brought along the list of food which we pre-ordered and gave this to the waitress as they didn’t have the order. We received the food in a fashion about 6:30pm it wasn’t what we ordered it was cold, salty and congealed but we would have eaten anything! We didn’t get what was advertised in your brochure.

Did you raise this matter at the time regarding the food being cold and not what you had ordered?

nksimpson wrote: »

We left the restaurant at approx. 21:30, we were supposed to be at a family house at 7pm. We sat outside in the foyer for about 30 mins but there was a large group who were looking for trouble, the atmosphere was very hostile & you could feel the tension. Not somewhere I wanted my children to be.

But you was happy for them to run wild in the foyer and annoy other people beforehand.

nksimpson wrote: »

Mike has emailed me this morning and kindly offered a full refund and Sunday Lunch as compensation however since consulting with my party they felt that this has added further insult to injury. I have since spoken to Mike and he has now expanded his offer to an overnight stay/party night but only at the Village South Leeds.

Hows it adding to injury? What injury are you exactly talking about? Seems like a very fair and reasonable offer.

nksimpson wrote: »

My party guests do not want to return to this hotel, our day was a disaster it was stressful & caused unnecessary anxiety for elderly party members& what is supposed to be a valuable and precious family day was ruined by your hotel and we want financial compensation. Mike has said that by law this is not allowed and is classed as money laundering however I am not convinced this is correct.

It was a stressful day for the other guests having to deal with your kids running around. It was a stressful day for the poor assistant manager who had to suffer verbal abuse.

Takeaway_Addict

nksimpson wrote: »

We had to wait for Taxi's that's why we had to wait in the foyer, thanks for your feedback everyone I will take on board This isn't just a normal Sunday lunch that was affected it was a Christmas Dinner which is precious.

They ballsed it up, apologised, refunded, given you more and in previous times you had a great time.

Yes its not great what happened but it happened and their offer is more than fair. Give them a chance ina few months when things have calmed down and enjoy it then- Maybe even ask them to do a christmas lunch?

Mojisola

nksimpson wrote: »

I cleared the table at 5pm in order for my family to sit down and reset so we weren’t forgotten about. My parents who I have Christmas Dinner with every 2 years are elderly & couldn’t wait for their dinner, it also wasn’t evident if we were going to get fed at this point.

It must have been obvious that this wasn't going to be the pleasant experience you were expecting. As there were children and elders in the group, I would have left at this point to either cobble together a meal from what we had at home or stopped at a take-away.

Andypandyboy

I thnk your complaint is too woolly, and emotive. A good complaint should be factual and set out what redress you would consider appropriate.

You have been offered; a full refund, a free Sunday lunch and a free overnight stay (presumably for all members of the party) I think this is more than fair.

My advice would be to put the disaster that was Xmas day behind you. Wait a few weeks then arrange an overnight family get together and have a party and make some memories. You may even be able to look back and laugh about the issues by that time.

If the above is not satisfactory what figure per head would you put on the compensation? To work that out look at room rates and lunch prices pp, and ask fr that amount, stating how you have arrived at that figure.

JReacher1

I like your trip advisor review. I also like the other bad review which was angry that they hadn't made gluten free pigs and blankets or stuffing.

I also see you've been four times now so I can only assume the other three times it was excellent.

It seems you're incredibly unreasonable not to take their decent offer of free accommodation, food and a refund based on one bad day.