Newcastle Stag & Hen Weekends www.stagandhennewcastle.co.uk

To whom it may concern,

This group were given a per person price when they enquired and they chose the cheaper price which was based on triple rooms, 15 guests for 3 nights and 3 guests for 2 nights. On 12th January they rang to change their numbers to 12 guests for 3 nights and 4 for 2 nights, We talked them through this as the original price was based on triple rooms and explained the 4 guests would have to go into double rooms at an extra cost , this was agreed too and a new email was sent with the new costings and balance (please see below)

From: Stag and Hen Newcastle

Sent: 12 January 2017 16:36

To:

Subject: Hen Weekend

Hi,

The hotel has come back to me and they can put the 4 guests into 2 doubles but its going to be £112pp now instead of £95,

So it would be

12 x £130 = £1560 (12 guests staying 3 nights – 4 triples)

4 x £112 = £448 (4 guests staying 2 nights – 2 doubles)

Minus £50 deposit

Minus £112 discount

= £1846 balance due,

Let me know your thoughts,

Kind Regards

On Friday 13th in the evening, the client rang again to change her numbers to 11 for 3 nights and 4 for 2 nights, again this changed costs due to rooms were based on triples, the accounts department was closed until Monday and she insisted on a price that evening and the gentleman she spoke to made an error in costing her new price, the new price worked out to be over £400 cheaper than the amended cost when she had changed her numbers to 12 for 3 nights and 3 for 2 nights, this was an error on our behalf which we sincerely apologised for,

On the Monday when she phoned to pay the balance, we explained to her that she knew the cost for the 12 for 3 nights and the 4 guests for 2 nights, we even said she could still have the same cost reducing the number to 11 for 3 nights as an apology, this client then stated that the email she had received on the 12th was no longer relevant since she had got a price late on the Friday night,

With all due respect, this lady knew full well the costs and knew there balance giving on the Friday evening had been a mistake, this has never happened in 10 years of our company being in business, when clients receive a price that is a price they are charged, this particular client chose triple rooms to get a cheaper rate and was fully aware about any supplements if there were not 3 people to a room, we offered her to pay the cost of the email sent on 12th January that she was very happy with at the time and she declined, we refunded her deposit and even offered to send her out a nightlife pack as a goodwill gesture, OUR ONLY MISTAKE WAS TAKING A CALL LATE ON A FRIDAY EVENING WHEN WE SHOULD HAVE LEFT THE ACCOUNTS TO DEAL WITH THE NUMBER CHANGE ON THE MONDAY AS THE EMAIL ON THE 12TH WHICH WAS THURSDAY WAS THE CORRECT BALANCE UNTIL THE CHANGE THAT NIGHT.

Kind Regards

Grace

To whom it may concern,

This group were given a per person price when they enquired and they chose the cheaper price which was based on triple rooms, 15 guests for 3 nights and 3 guests for 2 nights. On 12th January they rang to change their numbers to 12 guests for 3 nights and 4 for 2 nights, We talked them through this as the original price was based on triple rooms and explained the 4 guests would have to go into double rooms at an extra cost , this was agreed too and a new email was sent with the new costings and balance (please see below)

From: Stag and Hen Newcastle

Sent: 12 January 2017 16:36

To:

Subject: Hen Weekend

Hi,

The hotel has come back to me and they can put the 4 guests into 2 doubles but its going to be £112pp now instead of £95,

So it would be

12 x £130 = £1560 (12 guests staying 3 nights – 4 triples)

4 x £112 = £448 (4 guests staying 2 nights – 2 doubles)

Minus £50 deposit

Minus £112 discount

= £1846 balance due,

Let me know your thoughts,

Kind Regards

On Friday 13th in the evening, the client rang again to change her numbers to 11 for 3 nights and 4 for 2 nights, again this changed costs due to rooms were based on triples, the accounts department was closed until Monday and she insisted on a price that evening and the gentleman she spoke to made an error in costing her new price, the new price worked out to be over £400 cheaper than the amended cost when she had changed her numbers to 12 for 3 nights and 3 for 2 nights, this was an error on our behalf which we sincerely apologised for,

On the Monday when she phoned to pay the balance, we explained to her that she knew the cost for the 12 for 3 nights and the 4 guests for 2 nights, we even said she could still have the same cost reducing the number to 11 for 3 nights as an apology, this client then stated that the email she had received on the 12th was no longer relevant since she had got a price late on the Friday night,

With all due respect, this lady knew full well the costs and knew there balance giving on the Friday evening had been a mistake, this has never happened in 10 years of our company being in business, when clients receive a price that is a price they are charged, this particular client chose triple rooms to get a cheaper rate and was fully aware about any supplements if there were not 3 people to a room, we offered her to pay the cost of the email sent on 12th January that she was very happy with at the time and she declined, we refunded her deposit and even offered to send her out a nightlife pack as a goodwill gesture, OUR ONLY MISTAKE WAS TAKING A CALL LATE ON A FRIDAY EVENING WHEN WE SHOULD HAVE LEFT THE ACCOUNTS TO DEAL WITH THE NUMBER CHANGE ON THE MONDAY AS THE EMAIL ON THE 12TH WHICH WAS THURSDAY WAS THE CORRECT BALANCE UNTIL THE CHANGE THAT NIGHT.

Kind Regards

Stag and Hen Newcastle

Hi,

You were given a per person price when you enquired and you chose the cheaper price which was based on triple rooms, 15 guests for 3 nights and 3 guests for 2 nights, you were sent your confirmation with this on. Then on 12th January you rang to change your numbers to 12 guests for 3 nights and 4 for 2 nights, I then talked you through that you originally picked the cheaper option based on triple rooms and the 4 guests were no good so I contacted the hotel to get you double rooms for the 4 guests and we discussed that the price would be more expensive for them, you agreed and I then sent you a complete breakdown by email and the balance that was left minus your deposit and free place was £1846. You then rang late on Friday night and spoke to a colleague who wasn’t dealing with your booking and you changed your numbers to 11 for 3 nights and 4 for 2 nights, when you knew that the 3 nighters were originally in triple rooms, the 11 wasn’t possible! We completely admit that the invoice that my colleague sent (who wasn’t dealing with your booking) was wrong but you had an email clearly stating your balance was £1846 then to get an invoice the next day for £1443 which is £403 cheaper and you did not question this, very dishonest.

We gave you 3 options, to pay the price that you were paying from the very start and go into the hotel as planned (we even offered to pay the extra and put you in 3 triples and 1 double for the 3 nighters) , we gave you another option hotel or we offered to refund your deposit and send the nightlife pack out as a good will gesture. The hen is 4 weeks and 3 days away not 3 weeks also as you booked for 24th February 2017.

Thank you for your review.

Kind Regards

Hi,

You were given a per person price when you first enquired and you chose the cheaper option to base it on triple rooms, you then changed your numbers to 12 for 3 nights and 4 for 2 nights, the 12 was fine but we discussed that the price would be more for the 4 guests for 2 nights as they would have to go into double rooms, i sent you a complete breakdown of exactly what you would be paying then you ring late on a Friday night and speak to a colleague who isn't dealing with your booking and changed the numbers again to 11 for 3 nights and 4 for 2 nights, you knew you were in triple rooms so 11 was no good, the invoice my colleague sent was wrong and we 100% admit that but we sent an email with a balance clearly stating £1846 and then my colleague (who was not dealing with your booking) accidentally sent an invoice with £1443 on, and you didn't question why this was £403 cheaper! very dishonest of you,

Kind Regards

Grace

Stag and Hen Newcastle

Thank you for your lovely comment, we hope to see you back in Newcastle soon!

Thank you for your kind review, hope to see you in Newcastle again soon!

Very rude & abusive comments to say about a hard working very modern hotel who have been running for decades providing a great service to all our groups!

The Hotel is 4 star and the rooms are large and spacious. Breakfast is to a high standard. There was a large Hen party also booked in that weekend & they thoroughly enjoyed the hotels friendly atmosphere & great service.

This group only paid £148 which included 2 nights Accommodation, Full English Breakfast, Go-Karting & Nightclub entry both nights into Floritas, Madam Koos & House of Smith plus drink & food discounts.

I think if they were booked for the Maldives they would have complained!