My husband and I booked for the New Years Eve Gala at the end of November, paid £198 ( the full price) up front and were really looking forward to it. On 14th December my husband went to the doctors with what he thought was severe indigestion. He was referred to the Countess Hospital for tests. On 20th December he went to Broadgreen Hospital in Liverpool and had three stents inserted in an artery in his heart.
We were still hoping that he would have felt up to going out on NYE if only for the meal.However, recovery was slower than expected. He was extremely tired and completely lost his appetite.
I emailed The Queen on Sunday 29th saying I regretted we would have to cancel and hoped that due to the circumstances, some form refund would be offered. I made it clear that a doctors confirmation was available if required.
I received a reply saying no refund would be given. I then telephoned the hotel and suggested that they could at least refund us the part allowed for drinks, which were included both during the meal and at the bar all evening. This also was refused. I asked for a credit note for a normal menu at the hotel at a later date. I was told management would not agree to this.
As it seemed quite possible that our two empty places could be taken by anyone the hotel might wish to offer them to for free, (I happen to know lucky recipients of this kind of offer) and my husband was furious to have lost almost £200, that we cancelled the cancellation, even though we did not attend. We tried to give our places to friends but everyone had prior arrangements.
I think the management team could at least have made some small gesture of good will.
- Official Description (provided by the hotel):
- Winner - Chester and Cheshire Large Hotel of the Year 2010. Winner - Cateys Excellence in Customer Service. Winner - Marketing Cheshire, Excellence in Business Tourism. Large, plush hotel with a wow around every corner. Recently enjoyed a £20million refurbishment and expansion. Attached to the railway station in Chester city centre. The best breakfast in the city. Brand new, 2 AA rosette award winning Kings' Grill room restaurant with the longest cocktail list in Chester. ... more less
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- Also Known As:
- Queens Hotel Chester
- Chester Hotel Queen
- Best Western Chester
- Queen Hotel Chester
- Chester Best Western
- Hallmark Hotel The Queen, Chester Cheshire