Decided to stay here due to its proximity to Gunthorpe Leisure boats, we had organised a rental for the day with friends...wish we had driven home instead...our copy of the email sent to the Unicorn Inn....awaiting a reply
Further to my conversation with L***a (DM) on the morning of Sunday 18th May I write to make an official complaint regarding our stay and the completely unacceptable level of safety and duty of care afforded to your guests.
The facts are as follows;
At 6.30am we were awoken by the hotel fire alarm (Room 07) and after a few moments of realising what the noise was, made our way downstairs to find approximately 10-15 other guests outside having been woken by the same alarm. Some guests were leaving at that stage but our friends were also outside along with guests from Room 8 & 12. It quickly became clear that there was no member of staff on site despite the increasing noise (or so we thought). We telephoned the emergency numbers (see attached photo) with no response. Rooms 8 & 15 also did this from various locations within the hotel. Uncertain as to what was happening, one of the guests rang the fire brigade who duly arrived at 7.10am.
The alarm eventually switched itself off at 7.05am, some 35 minutes after it started. Two fire engines arrived and the firemen inspected the property thoroughly for about 15/20 minutes and could also not locate any staff member or evidence of a fire. As the fire crew were informing us that they thought it was safe, we saw somebody smoking (STOOD INSIDE THE HOTEL, WHICH IS TECHNICALLY ILLEGAL I BELIEVE) by the rear upstairs fire door. The fire crew shouted up to her (who we now know is called *********) and she asked "is there a problem?". With two fire engines outside the hotel, 3-5 firemen and a group of guests stood in the car park and her smoking by a fire escape you could not script it!!
******* told the fire service that she had not heard the alarm and that the alarm had not gone off. She also said that nobody had rang the emergency lines. THESE ARE BOTH BLATANT LIES. The guests in Room 8 recorded the alarm on their telephone if you really need proof.
I really have no need to express how I feel, to be stood outside a hotel with very young children on a Sunday morning at 6:30am, for one hour whilst your staff did not answer the phone but lie in bed, then have the audacity to lie to the emergency services about what was happening. Words simply fail me and it's an absolute disgrace that this should be allowed to happen in your hotel.
Fortunately, as the DM, L**** realised this was very serious and her apology seemed sincere and whilst the gesture to cover our bill was appreciated, the point here is far more serious than a few pound notes, we could be discussing something far more sinister.
I do hope that you have a good look at your policy and procedures following this incident as clearly your current standards fall well short of what is required and as a family, rest assured we will never use Marstons Inns again.
In addition, leaving my wallet on the dinner table on the evening prior and having the money taken out of it, and also after booking a family room which we were told then on check in was not available capped off my stay at your establishment.
I have also sent the same e-mail to Marston's Inns head office, which I am sure they will be pleased to see on Monday morning.
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- Also Known As:
- Unicorn Hotel Gunthorpe, Nottingham