I booked an overnight stay at East Ayton Lodge on the 24th August (bank holiday weekend) for myself, my Husband and my two very young Grandsons aged two and ten months. We travelled from Hull on the Saturday and our aim was to take the boys to the Sea life Centre Scarborough on the Sunday and avoid bank holiday traffic jams. We arrived at the Lodge at 2.00pm, and checked in, the receptionist was pleasant enough, she gave us our key and showed us where our room was.The room was clean enough but a bit dark and dingy and very tired looking, at £95 per night it was very over priced. We went down for breakfast the following morning to yet another tired looking area and wasn't that clean either, the lady who served breakfast was pleasant enough and the breakfast was satisfactory. The whole of the lodge needs a decent clean up and make over.
We packed up our car, locked up our room, handed our key in, settled our bill and set of for the Sea Life Centre at about 10.05am. On arrival at the centre I realised I had left my coat hung in the wardrobe at the Lodge, I phoned to let them know at 10.31am and again at 11.10am. but both times there was no reply (great for business). I wasn't unduly worried, as I thought they would see it and just leave it at reception or wherever they store left items of property, and decided to pop back after our visit to the Sea Life Centre. We had a wonderful time at Sea life and then headed back to East Ayton Lodge to collect my coat. We arrived there at about 12.50pm, the children were asleep in the car so my Husband remained in the car. I proceeded to the Reception, explained to the girl I had left my coat in room 31, she gave me the key and let me go back into the room to get it. When I went into the room I realised it had been cleaned and was ready for the next guests, I looked in the wardrobe and obviously my coat was no longer there. The wardrobe had been tidied and all the hangers pushed to one end. I locked the room up again and went back to reception. The receptionist said they probably wouldn't have been in the wardrobe, but I assured her they had. She went off to find someone and came back with a lady who said she was head of housekeeping, she said she has cleaned room 31, she proceed to get the key and take me back to the room, why I will never know, I told her the coat wasn't there. We entered the room, she went to the wardrobe opened up the doors and said "No the coats not here" how very observant of her!!! She then said "Are you sure you didn't put it in a drawer" and proceeded to open up a couple of drawers in a chest of drawers cabinet. "No" I replied, by this time thinking this lady has really spent to much time cleaning, or is she just taking the mick, "The coat was left hung in the wardrobe". She proceeded to walk out the room, I followed her, a little lost for words. I asked her if anyone else could have gone into the room whilst it was being cleaned without her knowing, she replied that only her and a another young girl was present, and they cleaned the room together, I asked if may be the young girl had found it and forgotten to tell her, the answer was no. I returned to my car and waiting Husband and told him the coat had disappeared into thin air. The housekeeper said I should check all my luggage to make sure I hadn't packed it, treating me like some kind of idiot, she then said should it turn up, she would ring me.With that she disappeared back into the reception. My Husband said "No I'm not happy with this, something's not right, the coat was left here and it's got to be somewhere here". He went back to reception this time, and I stayed in the car with the sleeping children. He spoke to the so called Manager, who got the head of house keeping, whose name we found out was Brigett, my Husband told her a coat just does not disappear into thin air, the lady became quite angry and aggressive and accused my Husband of calling her girls thieves, and actually shouted at my Husband, and then went on to say that I had probably taken the coat with me and lost it whilst out that morning and had come back to try and claim from the hotel. What an absolute ridicules statement that was. She stormed off, leaving my Husband stood there and members of a wedding party that were there, looking on wondering what all the commotion was about (nice venue for a wedding)!!! My Husband then turned to the Manager, who just stood there whilst she shouted and ranted and never at any point tried to intervene, he just shrugged his shoulders, and said if we weren't happy, then we should go to the police (this man clearly doesn't have a clue). Did he really think we should waste precious Police time when he should have dealt with this matter in house.
It really beggars belief just how bad some of the staff are at this establishment, and the total lack of respect they have for their paying customers. We have travelled all over the world, and stayed in many places and this is the worst experience we have ever had. Totally unacceptable.
We finally left East Ayton Lodge at 1.05pm. We tried to make the most of the rest of our day out before we returned home to Hull, although we were both very shocked and upset about everything that had taken place.
We arrived home at 5.00pm and there was a message left on our home telephone from no other than Brigett, explaining she was sorry and they had found my coat and would I like to collect it or have them post it out. The call was made at, wait for it, 1.15pm, ten minutes after we left the Lodge.
I called the Lodge and spoke to a guy called Nick, and asked him to post my coat to me. I got the feeling he knew what had happened, because he was also not very polite and never offered no apology on behalf of East Ayton Lodge, that would be just to much to ask wouldn't it.
I believe a lady called Sarah has taken over the Lodge, and she will surely lose masses of business,if she doesn't get her front of house in order and get them on some Customer Services courses, also she needs a Manager that carries out managerial duties professionally and respectful of his customers and their well being. A person to answer the phone would be great idea as well.
I did finally get my coat back, and after everything that had taken place at East Ayton Lodge, it still took a week to get it back, and as you'll have probably guessed by now, no there was still no apology, just my coat in a bubble wrap pack. Did I expect an apology? No not at all.
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- Also Known As:
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