Disaster of the Towers

Discussion in 'Your Alton Towers Trip Reports and Plans' started by bluesonichd, 11th Nov 2019.

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  1. Benzin

    Benzin TowersStreet Member

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    I like the bit where you suggest someone else get kicked out due to an admin mess up...

    But what's self entitled?
     
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  2. bluesonichd

    bluesonichd TowersStreet Member

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    I didn’t say kick out. But if they hadn’t checked in ... then why not

    Lurker :
    Initially the impression I was given and told

    Not to worry we will try our best. At worst case we will find you accommodation else where”
    But to keep offering me a shed which for my situation is not acceptable no mater how many times I told them
    The offer of accommodation else where was gone.
     
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  3. D4n

    D4n TowersStreet Member

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    I'm sure Towers would think it was a real shame if you decided never to visit ever again...
     
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  4. bluesonichd

    bluesonichd TowersStreet Member

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    :slow clap:
     
  5. Stuie

    Stuie TowersStreet Member

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    I don't get what the big problem is... you call them sheds but it's a dry room with heating and many people stay in them.

    I'd probably look at this like I'd got a free stay as my money was refunded and still had my time at the park and book again using my 25% discount.

    If pushing for a better resolution though, it makes sense to hold back on the Trip Advisor post until you've got what your after! :)
     
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  6. GaryH

    GaryH TowersStreet Member

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    Tough one this, I can understand your anger and frustration. Did you get an email with the correct dates on it when they changed over your booking? If so then there isn't really any excuse for you not having a room for that night.

    However, i'm also not sure what else they could have done that night. No doubt the hotels were fully booked given its fireworks, and local hotels and B&Bs would have also been full. If it had of been me, personally, I would have probably taken their offer, got my refund, and just camped up in the shed for the night, after all, you didn't get back to the hotel until 10pm ish so it would have been for only a few hours for a snooze.

    I do understand your frustration though, obviously someone has made a balls up somewhere. No doubt had it have been any other night they would have put you up in one of the suites to apologise for the mess.
     
  7. Lurker

    Lurker TowersStreet Member

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    I don't think I'd accept a shed. I booked an ensuite room for a reason, and to get up and go to the loo, even in the morning once it's light and I'm awake, would be hellish.

    I don't believe for a second there wasn't a single hotel room available anywhere in the area. (Though I likely would've looked myself and suggested a particular hotel.).
     
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  8. BarryZola

    BarryZola TowersStreet Member

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    If they would have given you a full refund AND ALSO given you a free shed and 25% off next stay I think that would have been acceptable, although still slightly annoying as you paid for a particular room well in advance with the facilities that you wanted. However, to only offer to switch you to a worse accomodation and offer no actual monetary compensation is absolutely not good enough. I would definitely take this further. 25% off a potential future visit is actually an insult. Why would you even want to stay again with such a paltry discount after they offered you a worse room than you booked last time you turned up? That's bad service, no two ways about it.

    Edit - I would suggest as compo something like a full refund for your original purchase and a free stay on a date of your choosing next season with the best fast-track option and maybe a free meal on park too. That would probably be enough to make me go away.
     
  9. Stuie

    Stuie TowersStreet Member

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    This is what they offered him!
     
  10. BarryZola

    BarryZola TowersStreet Member

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    Actually, if you read one of his replies on the last page, he says that he was only offered a replacement room and 25% off a future stay OR a full refund and no accomodation.

    And please don't shout at me.
     
  11. Stuie

    Stuie TowersStreet Member

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    If that's the case then I don't think that's an acceptable resolution.

    Not sure how I shouted at you though!
     
  12. MattyH

    MattyH TowersStreet Member

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    Closed season entertainment, @bluesonichd and nick varney in a boxing match?
     
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  13. BarryZola

    BarryZola TowersStreet Member

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    It's the exclamation mark at the end of the sentence that makes people think you're shouting!!! ;)
     
  14. Stuie

    Stuie TowersStreet Member

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    LOL we'll disagree on that - emphasis, emotion, excitement, surprise BUT NOT SHOUTING ;)
     
  15. RoyJess

    RoyJess TowersStreet Member

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    @bluesonichd I personally (if you haven't already) would send them an email followed by a hard copy letter of complaint (signed for). This way you have a record of the complaint. They may argue the fact that you ended up staying on site in another friends lodge which might go against their fire regulations.

    We were't 100% happy with our stay either.

    We booked an accessible lodge back in April (like you it was change as I previously booked the previous week before the resort change the firework date).

    The Saturday before our stay, I was out and I came home to an answerphone message asking if we needed an accessible lodge and if we could use a normal one :rolleyes:

    I phoned them back as soon as I could and all that I got was an answer machine and I left a message.

    When I arrived Friday Morning, I was told that they had move us to a normal lodge. I explained that Jess is non weight bearing and fully wheelchair bound so we need an accessible room. They kindly allocated us an accessible room.

    I left our car in the disable bay outside the reception which we normally do, we can park next to the lodge, but we have to move the car on the morning of the departure day plus there it a lot of faffing around in the morning trying to get someone to unlock the bollard that prevents cars from going in and out of the Enchanted village.

    Friday night I returned back to the car to remove our luggage to put into our room and there were a notice slapped on the car asking us to move the car to one of the main car park. Our's wasn't the only car with a notice on outside the reception. I went into the reception and asked them about the notice and I was told, if you have a blue badge displayed, we shouldn't have got a notice as we are allowed to park there for the duration of our stay.

    I returned home early hours of this morning to the sound of my home answer phone bleeping, there was a message from the Enchanted village reception asking me to remove our car ASAP from where it was as it was a drop of area only. What's the point in phoning my home number to remove my car when I'm away at the resort :rolleyes:

    Other than that, we had a great weekend :)
     
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  16. Jb85

    Jb85 TowersStreet Member

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    Let me get this correct
    You were offered the pod a refund and 25% off?

    I would have snapped there hands off at that - I mean what else could they do really? These things happen

    what they should have done really is find you a local b&b on them and refunded your room with free fast track / food vouchers for your day
    Not a bad result though really
     
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  17. BarryZola

    BarryZola TowersStreet Member

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    For clarity, from the last page.
     
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  18. OilyWater

    OilyWater TowersStreet Member

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    That Nick Varney email address is probably 99% used by complaining guests by now
     
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  19. Jb85

    Jb85 TowersStreet Member

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    Cheers :)

    Ok I agree a bit more should have been done then
     
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  20. Tibble

    Tibble TowersStreet Member

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    There is no chance any company would call up someone and cancel them. If they had apologised and offered you the last booked's room, then theres a good chance you would have still emailed or whatever to complain about the situation and expected some sort of added incentive for what happened (You personally may not have but a lot of people in your situation would have)

    then they have 2 sets of angry guests on their hands. You because you have been inconvenienced and the last set of booked guests who have now not got a room and are in the same situation you're in.

    If I were the manager I would limit the inconvenience to 1 set of guests and not double up on it all
     
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