Myself and Mrs The Clamp have had a tough time of late but our problems were resolved last week so we decided to book a night away in The Norfolk Arms Hotel in Arundel (I booked it on Friday night) next to the castle for Sunday night. Thought we'd check in at 2, spend a couple of hours looking around the castle then a wonder through Arundel checking out a few pubs and eateries, few drinks and stroll back to the hotel for the night in one of the executive rooms.
So we drive up for 2, I hop out to ask reception where to park and I'm informed by the girl that the had a small fire on Saturday and all the guest were informed and have been moved to another comparable hotel in Burpham.
They admitted they forgot to ring or email me and we got in the car and drove over to Burpham. I said I was going to take a look at the hotel before staying there, which the NA receptionist got knocky about. I was paying 120 quid, I wanted the same standard. The money had bit been paid at this point as it was to be settled upon leaving the hotel on Monday.
We pulled up to the place, Burpham Country House or similar name, wonky sign, broken window, gloomy, dingy, granny furniture, a room right at the back of the house. It wasn't a hotel it was an old fashioned B&B with a hag of a woman who ran it, her grandchild running around and a dog following us about.
I said No, it's def not worth 120 and it's in the middle of nowhere and there's no restaurant just a run down pub a way up the road. Middle of nowhere and a shithole to boot.
The owner got really bitter at us when we told her no and was most rude. We left and came home.
Now, what should I ask for in my complaint email? I thought the whole thing was appalling customer service. I'm not angry they had a fire, things happen but the follow up was well below acceptable.
So we drive up for 2, I hop out to ask reception where to park and I'm informed by the girl that the had a small fire on Saturday and all the guest were informed and have been moved to another comparable hotel in Burpham.
They admitted they forgot to ring or email me and we got in the car and drove over to Burpham. I said I was going to take a look at the hotel before staying there, which the NA receptionist got knocky about. I was paying 120 quid, I wanted the same standard. The money had bit been paid at this point as it was to be settled upon leaving the hotel on Monday.
We pulled up to the place, Burpham Country House or similar name, wonky sign, broken window, gloomy, dingy, granny furniture, a room right at the back of the house. It wasn't a hotel it was an old fashioned B&B with a hag of a woman who ran it, her grandchild running around and a dog following us about.
I said No, it's def not worth 120 and it's in the middle of nowhere and there's no restaurant just a run down pub a way up the road. Middle of nowhere and a shithole to boot.
The owner got really bitter at us when we told her no and was most rude. We left and came home.
Now, what should I ask for in my complaint email? I thought the whole thing was appalling customer service. I'm not angry they had a fire, things happen but the follow up was well below acceptable.