Stayed in a hotel for 1 night.....who can we complain to?........?

Question

We stayed for 1 night at the Parkside hotel in Pontefract UK and was the worst hotel weve stayed in!

There was a horrid sweaty smell in the corridoor,a horrid foisty smell in our room and got no sleep because we had to have the window open all night and was on the dual carriage way. The cups were dirty,bath was greasy,no soap,dust everywhere, stains on the carpet and the roof of the room and the carpet had not been vacced.

we complained to the general manager and got know where...not even a refund! he told us if we complained before we used the facilites he could have offered us a different room....we paid for a double and had the last double so would have had a single. We complained when handing the key back in the morning and was told to speak to the general manager...who is the rudest person ive ever spoken to.

where else can we complain to? we didnt get a refund and is the least I deserve.

Answer 1

consumer protection maybe?  

Answer 2

How awful - what a waste of money. I'm not surprised though by the response you got. It's like some areas within the customer service industry are going through a backlash for all the years that they've observed the idea that the customer is always right. Over the last couple of years, I've found no end of people to be rude when you'd expect them to at least try and retain your custom. It's as if they don't care about repeat business and word of mouth! With regards to your complaint, I'm really not sure who you complain to. Apparently all hotels have to comply by the Supply of Goods & Services Act 1982 - so maybe Trading Standards of the Office of Fair Trading? A quick internet search has shown that they have 2 AA diamonds - maybe a letter to the AA to get them to inspect them? If you booked it via a travel agent I'd definitely complain to them.

Best of luck.

Answer 3

Find out who the parent company is (if there is one) and complain direct to them.

That'll get things moving

Answer 4

If the hotel is part of a chain then you can complain to head office. If it is privately owned, then a letter (private and confidential so the GM doesn't open it) to the owners. You can issue a summons in the County Courts, but that's rather drastic for a one night stay, had it been a week it might have been worth considering.

If this is the hotel, then as they are AA listed you could always complain to them too, but they are not responsible and you won't get compensation from them. They might put pressure on the hotel to act, or send their hotel inspector or even drop them from their listings.

http://www.4hotels.co.uk/uk/pontefract19...

Answer 5

tripadvisor

make a complaint in writing to head office

otherwise put it down to experience and read reviews on tripadvisor before you book anywhere

Answer 6

Go to Trading Standards they may do an undercover operation which basically 2 of their people will pretend to be friends or a couple and they will have a list of what to check, and if it is up to standard or not personally you should have been treated better than you were.

Answer 7

Trading standards.

Answer 8

If they are part of a hotel group, find out who runs it and write to them. Also, see if they have been awarded any starts or recommendations and contact that company (ie AA). How did you come to book the room there? There may be a hotel review if you booked it online.