Written on: 27/07/2007 by matilda2 (11 reviews written)
Bad Customer Care.
As it was a special occasion we had booked a suite with jacuzzi, four poster bed etc. and were really looking forward to the weekend break at the Hillgrove Hotel, Leisure & Spa. I rang the hotel on the Friday morning to confirm arrangements and it was confirmed we were in a suite. However when we arrived to check in that night we were informed that they had double booked the rooms and we were going to be staying in a normal room. I said I had checked earlier and was told everything was OK. They said they had no details for me, now bear in mind they had received my credit card details, payment in full and completion of a booking form so this was nonsense. At this stage it was late evening and it was too late for us to go elsewhere and they knew that. The next morning they left bathrobes, slippers and two small bottles of water thinking that would pacify us, this was no good. They gave us discount off the room, but still maintained it was not their fault. The food was not great in the hotel so we didn't spend much time in it to be honest. All in all it ruined the birthday treat and I would not return to this hotel. Found staff incompetent and not helpful or remorseful in any way. I had written to the hotel and emailed them, but still have not even received an acknowledgment never mind an apology!