My girlfriend and I received a one year anniversary present from my parents; it was a romantic getaway groupon package for this hotel and seemed like a good way to celebrate our anniversary at the time. We arrived at the hotel early and there was a sign not to enter the hotel before 2pm, so we decided to go for a walk around the area even though it was absolutely freezing and raining. When we arrived back at the hotel at 2pm we were greeted by the woman who I believe is the owner. Even from the first second of meeting us she did not seem to like us, I don’t know whether it is because she doesn’t really like young people or because we used the voucher, maybe even because I am foreign to the area. Either way she did not make us feel welcome at all, it felt like she kept just looking at us funny and giving us weird faces. It was our first time using groupon and we did not fully know the procedure. We gave the hotel all the groupon information a month before arriving and asked them if they needed anything else on arrival and they said only the hotel confirmation and nothing else. However on arrival we were then told that we do in fact need a print out of the groupon voucher because apparently they cannot redeem their money without the voucher. I tried to explain that we were not told and that I have asked before arriving if we needed it but there was no talking to this woman, she simply did not listen nor care and definitely did not try to be helpful in any way. I then politely asked her if it is possible to use a computer to try and access the voucher, to which she firmly stated I am not allowed to use her hotel computer; which I found very insulting and just shocking from the person who is supposed to care for the customers. My girlfriend and I then had no choice but to call groupon and explain the situation to them but without a computer there was nothing we could do to resolve the problem. I then came back in and asked the lady how much would she want for a night, which yet again she kind of smirked at me and then said that her cheapest room was another £80! She clearly didn’t care at all for us nor our situation. We had no choice but to spend the night in another hotel, which obviously was very disappointing. Later next week I talked to groupon and found out that the Royal Bridlington have in fact redeemed the money the same night we were meant to stay there even though we did not receive the service that we paid for!!! I was absolutely furious! How could they receive the money I paid without providing the service? I tried calling the hotel again however I was being treated very rudely, it was as if I was talking to a robot. They suggested that Instead of letting me use their computer for a minute, I should’ve gone all the way back home (at least a 90 minute drive) print the voucher and then come back, absolutely ridiculous! Just unbelievable! Both owners simply did not listen to anything I had to say and even hung up the phone in my face! I have never been treated like this, and no owners should ever treat their customers this way!! This hotel is not worthy of any visitors! Save your money and time and stay away.
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
5 February 2012
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We understand that this gentleman is disappointed with having purchased the Groupon voucher, and being caught out by the terms and conditions of use of that voucher. We feel that perhaps the issue is not with ourselves but with how the Groupon system operates, that said we would like to explain how we feel this situation was managed.
We do ask guests not to arrive before 2pm and this is clearly stated on the voucher. This couple arrived at check in early afternoon, completed the registration form and when asked for the voucher, could not produce it. It is clearly printed on the voucher that this needs to presented to reception on arrival.
We suggested that he emailed it to us before the end of his stay. (this has occurred on three other occasion and it has been resolved within a few minutes this way) He asked to use our computer in our back office. We declined for obvious reasons. We offered directions to internet access within the town in order to assist him further.
The couple went and sat in the car for the next few minutes and tried to get the voucher emailed to us, we assume. After quite a time they returned and asked how much it would it would be for a double room for the night. When we replied, he simply turned round and walked out of the door without saying a word. The gentleman was only from Beverley just 22 miles away or a short 30 minute drive. They would have been plenty of time to return home and collect the voucher and return. At no time was any one rude or abrupt with this guest, but there did appear to be a language barrier and things had to be explained several times.
Under the terms and conditions of the Groupon voucher, no shows and cancellations within 7 days are chargeable– again this information is readily available. In this situation, we had a room allocated to this couple complete with flowers, strawberries and champagne on ice and no chance of reselling it as he did not communicate what he was going to do. The room remained unlet all evening and many booking had been declined.
Several weeks later the same gentleman tried to rebook using the same Goupon voucher. Luckily our systems detected this and his booking was declined. The gentleman was less than happy and several telephone conversations followed including one from his ‘professor’ father. As these conversations were going no where the gentleman was informed that he should contact Groupon Customer services. Groupon too explained the terms and conditions again and refused to accept the reuse of this voucher.
The Royal Bridlington did not let this gentleman down – as explained at the outset, the issue was his following of the terms and conditions of the voucher. At the end of the day – you don’t expect to turn up to a high street store and say you have a voucher and expect them to accept thin air when you have left it at home!
This response is the subjective opinion of the management representative and not of TripAdvisor LLC