Having originated from Torbay I thought it would be fun to return, whilst attending my nieces wedding, and stay at the Palace which when I was young always had a familiar and grand aura about the hotel. How further from the truth could this have been! The nightmare began on the 2nd day when a pair of expensive headphones went missing from the side table during our room clean. Both my wife and myself distinctly remember where they were when we left the room. Of course we can't prove anything but we know the truth!
On the night before our departure we informed management that we had to leave at 5am to drive to Gatwick where we were flying to Italy to meet friends and play golf. My golf clubs were in the security room and I was reassured that there would be no problem in retrieving them on check out! At 4:30 in the morning we met the ONLY staff in reception who knew nothing of our clubs and worse still had no keys to unlock the secure door. We felt very sorry for him as it was not his fault. He was physically impaired and was clearly experiencing palpitations as he tried his best to help us. For a 4 star hotel it begs the question as to why he was the only member of staff left in charge of a large hotel overnight?? We had to leave my clubs behind but got reassurances later from management that these clubs would be sent to our hotel in Paris 10 days later before we left for home in Thailand. Obviously for those 10 days I had to pay the expense of renting clubs, shoes etc. When arriving in Paris i was shocked to find that not only were my clubs not there but the Palace management had decided to pay the cheapest service with no guaranteed delivery, again without any real concern or goodwill to return my property!
Over the following weeks I sent numerous emails asking where and when my clubs would be returned. I initiated every email and not once did they proactively contact me to provide updates. Excuse after excuse ensued and in the middle of November I realised I could not trust their ability or willingness to help and asked my sister who lived close by to pick up the clubs and keep them until her next visit. As a result I asked for recompense as not only had I rented clubs all over Italy but also had to buy a new set in Thailand. I then also had to pay for the delivery charges of excess baggage for flying them to Thailand. The GM and owners of the Palace responded coldly with an offer of only providing the delivery charges. Given everything that had happened and their complete incompetence and carelessness I thought it only right to ask for more! As i was so disappointed I also mentioned the power of social media and of course Trip Advisor which thankfully is a forum to expose crooks and shabby establishments for who and what they really are!
They immediately responded that because of my veiled threat to expose them they would now revoke any offer of recompense! They really are a disgrace and should be ashamed of how they have behaved! They have continually accepted blame but have neither the intention or professionalism to make the situation right and recompense for the inconvenience and cost they caused.
To top it all I received my clubs last week from my sister to find that one of my clubs is missing! Again we can't prove anything but its clear what has happened.
If you are thinking of spending the considerable amount of money to stay at this hotel please think again. Some of the staff are thieves and the management care little about service or your well being. Be warned!
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- Also Known As:
- The Palace Hotel Paignton
- The Palace Paignton, Devon