Guest User
November 28, 2024
I booked a room for my step-daughter and her fiancé for the night of their wedding as a surprise. The outside looked gorgeous, beautiful setting, and the rooms looked lovely on the photos. I rang months in advance to book and make sure they could check in late. I rang again the week of the wedding/booking, as I wanted to make sure everything would be perfect. The soon-to-be-married couple had some very bad news that week, and this would be their mini honeymoon as the real one had to be delayed. I mentioned again the late check in time and was told it would be no problem. I was passing the day before the wedding and decided to swing in and check it out in person. Yes, still a beautiful setting. Yes, another lovely person there to answer my questions, with a few minutes spent tapping on the keyboard to ensure they’d get some bubbly in the room. The night of the weeding, after seeing them off in their taxi I had a quick text – ‘it’s gorgeous, thank you so much’…followed by a call 20 minutes later from a tearful bride. The room had no running water, taps and toilet wouldn’t work or flush and the person on reception could not have been less helpful or sympathetic (well done on make the Bride cry…) and to top it all were told they should have booked in by 3pm, they could not have a late check out (neither of which was true) and they had forced the person to stay late just for them. That was kind of the point of me checking three times – to make sure they could. I understand things don’t always go to plan in the hospitality industry, but for me the measure of a good hotel is how well they react to the unexpected and how welcome they make their guests feel. You need to do better.