I presume you are asking about the ones in ATR?
They all sleep 4
All the resort hotel and EV has quiet a few of them dotted around, I'm not sure how many. Splash Landings and Main hotel have several of them on all floors.
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General Hotel Discussion
- Thread starter Dave
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I presume you are asking about the ones in ATR?
They all sleep 4
All the resort hotel and EV has quiet a few of them dotted around, I'm not sure how many. Splash Landings and Main hotel have several of them on all floors.
Scott
Former TS Team Member
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Hallelujah!
Forgive me saying but i'm really surprised you didnt mention cleanliness. For me, I dont care if a room doesnt have a TV, or a kettle, or tea and coffee etc, but provided it is clean then fair enough. Cleanliness for me is top of the list.
I've already covered this in an earlier post
I'm sure if I look in every nook and cranny, that I will find some dirt or dust. At the end of the day, if can be unhealthy to be too clean. Some dirt and germs will give your immune system a good work out. If you want to stay in a sterile room, then it's a hospital you need to check into
Poopoohead
TS Member
There’s a difference between sterile and gigantic dust bunnies!
Agreed - i'm not asking for a sterile hospital environment, but... when i stayed in SL earlier this year I found:
Black mould all over the ceiling in the bathroom, and I mean, yeah, maybe a little bit is expected but this was ALL over the ceiling, everywhere!
Dirt in the corners of the bathroom floor (including hairs) from not being mopped
Stains all over lamp shades like damp, mould and dirt on windows, dust everywhere, and bits on the floor (not vacuumed)
Then in summer, staying in an Enchanted Lodge:
Dirty towels
Residual tea left in 2 cups
Thick with dust around and under the bed and along the edges of the entire room
No mattress protector on the beds with just a very thin sheet between myself and the stains and sweat of previous occupants (it was a very hot summer you may recall)
Hairs left in the bath tub
Now i'm not asking for sterile, or spotless, but, these are basic things which you shouldn't find in ANY hotel room. Just because we belong to an Alton "fan site" shouldn't mean we should "accept" such shortcomings, especially when paying such high prices.
And these experiences are not limited to just myself either, have a read of TripAdvisor for all 3 hotels over this year and you'll see a high percentage of people complaining about cleanliness.
Black mould all over the ceiling in the bathroom, and I mean, yeah, maybe a little bit is expected but this was ALL over the ceiling, everywhere!
Dirt in the corners of the bathroom floor (including hairs) from not being mopped
Stains all over lamp shades like damp, mould and dirt on windows, dust everywhere, and bits on the floor (not vacuumed)
Then in summer, staying in an Enchanted Lodge:
Dirty towels
Residual tea left in 2 cups
Thick with dust around and under the bed and along the edges of the entire room
No mattress protector on the beds with just a very thin sheet between myself and the stains and sweat of previous occupants (it was a very hot summer you may recall)
Hairs left in the bath tub
Now i'm not asking for sterile, or spotless, but, these are basic things which you shouldn't find in ANY hotel room. Just because we belong to an Alton "fan site" shouldn't mean we should "accept" such shortcomings, especially when paying such high prices.
And these experiences are not limited to just myself either, have a read of TripAdvisor for all 3 hotels over this year and you'll see a high percentage of people complaining about cleanliness.
If your room is not up to a reasonable standard, then go to the reception and complain, give then the opportunity to put it right by sending staff in to clean the room or move you to another room or as a last resort give you a partial refund/discount.
You do have rights.
I've never had a problem with the cleanliness of any of our rooms at the resort.
You do have rights.
I've never had a problem with the cleanliness of any of our rooms at the resort.
I did complain on both occasions and both times it fell on deaf ears. Even wrote to their guest relations and to Wayne but didnt get a response.
I never used to have any problems either when staying over but this year was the final year for me to stay on site unless things change (a lot!)
Anyway.... moving on!
I never used to have any problems either when staying over but this year was the final year for me to stay on site unless things change (a lot!)
Anyway.... moving on!
I would have taken some photos upon arrival and then get some legal advice
Your rights
"If you find that your room is very cold or dirty or the food is inedible, ask the management to sort the problem out as soon as possible. According to Michael Boella, a principal lecturer in hotel and catering law at the University of Brighton, you can walk out without paying if it is not put right but you are on weaker ground if you accept the problem, then refuse to pay later.
Legally, the hotelier should prepare food with "reasonable skill and care" and accommodation must be "of a reasonable standard", in keeping with how much you are paying (although a hotel should never be dirty, even if it is very cheap)."
https://www.telegraph.co.uk/travel/...ights-if-your-hotel-is-not-up-to-scratch.html
http://www.yourtravelrights.co.uk/what-do-if-your-hotel-dirty-unhygienic.html
https://www.telegraph.co.uk/travel/advice/Substandard-hotel-rooms-and-your-rights/
https://www.smartertravel.com/hotel-guest-rights/
venny
TS Member
This happened to us several years ago. It was the beginning of the end for our regular visits to the hotel. In my experiences, the response that Merlin provide to significant problems is woeful. If they can’t fob you off with something that doesn’t cost them (fastrack!), then they just can’t or won’t properly deal with it.
We had two significant issues in quick succession and I’m not just talking about a slightly dirty room or a bit of noise. Before this we had never complained on any previous visits, which were countless. The attempt at resolving our issues was pathetic and unacceptable. To have it once is bad, twice is appalling. Any basic knowledge of customer service will tell you that how you deal with guest complaints can perversely increase repeat custom, provided it’s dealt with well.
I’ll never forget how badly we were treated on those two occasions and for me it marked the start of a marked decline in the AT product.
The problem with that is most bookings are prepaid. It’s a real hassle to charge something back through your bank and chances are you won’t win anyway!
I did something similar once - and the result was an unnamed four letter bank starting with a H closing my account and basically accusing me of being fraudulent!
Prepaid booking shouldn't affect your statutory rights.
Agreed but it does make it significantly harder to get your cash back.
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Agreed 100%. Getting a successful chargeback on a pre-paid booking (which you doubtless made some time in advance) is nigh on impossible. The chargeback process for card payments is more in place for where the cardholder disputes that the transaction actually took place. Most chargeback requests occur where the transaction was put through as "customer not present", or, where the company involved uses a third party to process their payments and the transaction shows on the customers statement as the third parties name, as opposed to where the transaction took place, thus confusing people.
Where it's merely a case of substandard service / product at the time of delivery, e.g. a hotel room or restaurant meal, then your only real recourse is to complain to the manager / person in charge at the time. As has already been said, you only by law have to pay a fair price for the product / service you received at the time [if paying in arrears] but you must leave your name and address and clearly state the reason(s) for the withheld amount.
If you get no satisfactory response to your claim at the time of the product / service delivery and you've pre-paid, that's when trading standards & money claim online start to come into good use.
jon81uk
TS Member
For me getting the issue resolved is more important than getting refund. If there is something so wrong in a room it needs to be fixed right away.
Most hotel chains (Hilton, Marriott etc) we’ve complained to have resolved issues such as dirt or in the case if noise from building work we got free dinner. Even complaining about minor issues after the stay we’ve got free room upgrades or a meal in a future stay. Never been offered a refund but not expected one either for minor problems.
Most hotel chains (Hilton, Marriott etc) we’ve complained to have resolved issues such as dirt or in the case if noise from building work we got free dinner. Even complaining about minor issues after the stay we’ve got free room upgrades or a meal in a future stay. Never been offered a refund but not expected one either for minor problems.
I've stayed in a city centre PremierInn on a Saturday night and on check-out on the Sunday morning just mentioned in passing - more as a comment & not a complaint - that the inebriated guests returning at 3am could have been a little quieter. Room was instantly refunded under their "Good Night Guarantee" even though it was totally beyond their control.
Admittedly, I have stayed at the PremierInn in question a fair bit & a lot of the staff know me as a regular guest. Even so, I did not expect a refund. Quite clearly Whitbread take guest satisfaction seriously.
Admittedly, I have stayed at the PremierInn in question a fair bit & a lot of the staff know me as a regular guest. Even so, I did not expect a refund. Quite clearly Whitbread take guest satisfaction seriously.