Absolutely fuming! Lying through their teeth!

shellsuit

I went with OH to his Christmas works 'party' at a Best Western Hotel.

We paid £39.99 each, plus £70 for an overnight stay at the hotel.

The £39.99 paid for canapes & Bucks Fizz on arrival, a 3 course meal, plus a free bar from 8pm - 12pm. After 12 pm, the free bar stopped and there was a CASH bar until 1am. (This was all stated on the flyer)

The meal choice (and this was all set out on the flyer too) was either, a Turkey Christmas Dinner, Salmon/potaoes/veg, or Ham with various salad.

When it come to getting our meal, we were looking forward to the Salmon. The only thing that was there was the turkey dinner, no salmon, no ham, no salad etc

The free bar stopped at midnight, but then the bar closed. We were told to go to another bar but they didn't accept cash! We couldn't get a drink then as we don't have cards, so we had to go to our room.

I emailed the hotel expressing my dissapointment and I've just received this reply from the manager of the hotel........I'm fuming!!! It's an absolute lie!! :mad: :mad: :mad: :mad:

Where can I go from here??? Fair enough I was dissapointed before, but now they are lying through their teeth and I won't stand for it! :mad:


Dear Ms X

Thank you for your email which has been passed on to me by Best Western Customer services.

I am sorry that there were aspects of the Christmas Function that were not what you expected.

We have run these events throughout December catering for over 6000 people so it is particularly concerning that you did not feel that the evening was as portrayed as this is certainly not the general feedback we received.

I have double checked with my Banqueting Managers and the Executive Chef and the salmon choice was definitely out on the buffet in a chafing dish and was available. The Baked Welsh Ham and all the salad selection was also on the buffet as it has been throughout all our parties.

I am sorry that you obviously missed them but they were there.

The all-inclusive bar does end at midnight and the evening is scheduled to finish at 12.30 am. We do not advertise that the evening goes on till 1 .00am.

It is certainly not our intention to mislead anyone and indeed we received excellent feedback from people attending the party that night.

We do not accept cash in the residents bar after 11.00pm and everyone has the option of opening a credit account at reception at any time, I apologise if you were not made aware of this.

Thank you again for your feedback and I hope that we have the opportunity of restoring your confidence in us on a future occasion.

Yours sincerely,

X
Senior General Manager

skintchick

Do you have the flyer? and do you have any pictures which might have the buffet in the background to show it isn;t true?

If not I have no idea what you can do, but it is very poor.

shellsuit

skintchick wrote: »

Do you have the flyer? and do you have any pictures which might have the buffet in the background to show it isn;t true?

If not I have no idea what you can do, but it is very poor.

I don't have a copy of the flyer Skinty, I've just rang Steve and he's gonna try and get hold of a copy when he goes to the office on Friday. The same flyer was in our room when we got in there, so I'm assuming there were in every room in the hotel!

I don't have any pics of the buffet because there wasn't any buffet! I'm so mad that they are lying about this :mad:

skintchick

Perhaps you can get other people to back you up on it and also write in? Or at least let you use their comments? Could Steve email round the office and ask people to confirm there was only turkey?

shellsuit

skintchick wrote: »

Perhaps you can get other people to back you up on it and also write in? Or at least let you use their comments? Could Steve email round the office and ask people to confirm there was only turkey?

He's said he will have a word on Friday in the office to see if can get anyone else to say the same....it sounds so trivial, but it's really ticked me off.

This is a 4 star hotel, they shouldn't be bloody lying like this should they?!

If I hadn't seen the flyer with my own eyes (and when I say flyer, it was A4 and consisted of 6 pages), while lying on the bed in the hotel room, it wouldn't have bothered me at all.

emmy05

the letter you received back isnt exactly professional, i would perhaps try their head office, i dont know about anyone else, but id have thought that a general manager, if not any manager would make sure they were around at all times to over see things during a busy period, rather than going to ask the banqueting managers and exec chef, theyre bound to say yes it was all there

hollydays

If you emailed the hotel,why does the Manager say it was passed on from customer services?Very poor response-go higher.

RAMBLER

Yeah this would get on my nerves as well....its the fact that in your eyes the staff have either lied to the company or the company is covering up.

Agree with previous posters, go higher if possible, but if no results come from that, you might then have to accept it and not go back there again in future.