Recollections May Vary... but this Shambles Won't…read more
CHECK-IN DISASTER
On arrival, we were asked to scribble our contact details on the back of a scrap of paper snatched from the till. We confirmed breakfast for 09:00am the next day, as we had to get home early to avoid extra kennel fees for our dog.
We were then escorted through the back yard--past broken furniture and barrels--to reach an external block. This, we were told, would also be our morning route for breakfast.
BREAKFAST? WHAT BREAKFAST?
At 09:00 sharp, we found that route locked and the pub in darkness. Walking to the front, we met three other stranded guests who also couldn't pay or get in.
A few minutes later, two men walked out, saw all five of us standing there, said nothing, and drove off.
After calling the pub four times (no answer), and trying each external door, we eventually found the front door now open but the pub still deserted. Keys for the entire building were sitting on the bar. We waited at a breakfast table... nothing.
Eventually, I went behind the bar into the kitchen and found the same two men chatting at the back. Nothing was switched on. When I asked what was going on, they casually said they'd "be out shortly." By now it was approaching 09:15.
We had to leave, and when one of the men appeared to ask if I still wanted breakfast, I explained it was too late. Apparently, in their world, this counts as a reasonable attempt to serve us.
THE COMPLAINT NIGHTMARE
* No reply to our message via Booking.com for 2 days.
* Booking.com told us to contact the pub directly rather than them. We explained we already had.
* After 6 more days, and unable to contact the pub either, Booking.com offered 20% refund (barely covers the drive-thru breakfast purchased as alternative)
* We declined and messaged again.
* Finally, after Instagram DMs, The Bull offered 25%. We reluctantly accepted.
* We were told to wait a further 15 working days but the refund never came. No more messages were responded to by either party.
And then? Nothing. Chased them again. Another eight days later, refund still missing. 2 VAT invoice requests ignored. Messages read, not answered.
THEIR RESPONSE?
Disgraceful. No apology for locking us out. No mention of the two men leaving and returning later. Tone suggested we declined a perfectly reasonable breakfast offer. They even had the temerity to contradict my timings by quoting the time stamp on their CCTV which showed a difference of just minutes. It always seems longer when you don't know what's going on. Indicative of their lack of respect for customers and general bad attitude.
MY ADVICE?
Read other reviews before booking. I wish I had. People like this give hospitality a bad name. They don't deserve to be successful.
As someone with 30+ years in hospitality (including running a successful pub/B&B), I can honestly say this was the worst complaint handling I've ever seen.
If you value your time, your money, or even a basic breakfast, avoid The Bull at Great Totham, Essex.