Re: The Management of MPW Rudloe Arms Hotel.
I made a Reservation at this hotel, some time ago, using a purchased Wowcher deal for a two night stay for my birthday (13 & 14 March 2023). Costing £229.
Since making this reservation, Sadly, my dad passed away on Tuesday so I thought it best to ask the hotel directly if I could move my booking to another date (I suggested any date in April).
The receptionist said I would have to sort this out with Wowcher.
I tried to do this, but wasn't successful as my voucher had been redeemed.
I therefore, contacted the hotel again, explained the situation and asked if I could speak to her manager. I was then informed that he wouldn't be available until later.
After hearing nothing, I contacted the hotel again in the afternoon, to be told this time that there was no manager in and that he was in London? Then to be told I needed to email him - which I agreed to do in the end, as I wasn't being given any other choice.
I did not receive a response until just before midnight on Saturday, which I picked up yesterday morning. The manager responded with this:-
"Dear xxx
We are sorry to hear that your plans have changed and you are no longer able to take up your reservation below. Please note as per our terms and conditions this booking has been cancelled with no charge."
(This money according to my account with Wowcher has been redeemed so how can this be with no charge? I can't get my money back because of their terms and conditions - this leaves me with no hotel break and no refund of my £229, due to The Ravloe Arms cancelling my reservation).
I never once mentioned that I wanted to cancel my reservation.
I contacted the hotel again four times yesterday (twice in the morning, 3pm and 5pm), each time to be told by the reception that their manager would call me back - I had no call from her
I cannot give a review about the hotel, only about the management.
I think the way they have dealt with my case has been insensitive, very disrespectful and downright rude.
I didn't think I was asking too much - I didn't want a refund. I didn't want to cancel my booking, I just wanted them to have a little compassion and move my date to any date in April.
Since experiencing this, I have looked at reviews and I see that they are very mixed reviews and I think on reflection, if I had read some of these reviews I probably would not have purchased this Wowcher deal.
If you are happy to be treated in this way by a MARCO PIERRE WHITE hotel, then fine. But, I would think twice.
Thank you for reading my review. read more