My boyfriend and I booked a two night break at the Egypt Mill Hotel & Restaurant, Nailsworth, Gloucestershire, GL6 OAE.
We were visiting the Area for the Badminton Horse Trials and this was our first stay at the hotel which was pleasant upon arrival and we were happy with our choice and location.
We checked in around 7pm and went straight to our room to change for dinner. We left our room at 8pm drawing all of our blinds, leaving our TV and lights on and locking the door behind us.
We returned to our room at 10.45pm and noticed that our room was much colder than when we left but assumed this was just a draft due to the buildings age.
We woke in the morning to notice our blind ‘swinging in the breeze’ – upon checking, our room window had been broken into, the glass smashed and the lead window frames attacked. We then noticed that my boyfriends business briefcase had gone along with £1000 cash, his laptop and its carry bag.
We reported this to the front desk who didn’t seem alarmed at all. We then called the police. Later, my boyfriend found a majority of his belongings in the Hotel garden/grounds but the laptop and cash had been taken. The police came and conducted a full crime scene investigation – the hotel brushed us to one side as they had a wedding on – we felt like complete criminals ourselves with the police following us around. It took 3 hours for the hotel Manager to arrive on site – despite being notified that there had been a burglary on his premises and on his watch!
We asked to be moved to another room as ours was no longer secure and there was glass everywhere. They offered us a family room which was certainly no where near the standard of our original room – it was like a sweaty dungeon. They then offered us another room above the wedding disco. It was only after I expressed my extreme dissatisfaction that they offered us an equivalent room in the old mill where we had stayed the previous night!
They didn’t even ask if we were ok, they didn’t offer us the use of their phone. They didn’t apologise or even save us a breakfast.
We left the hotel and went to Badminton but most of the day and event had passed.
We returned to the Hotel at 7.30pm and asked to speak to the Manager again – mainly to discuss insurances etc – he was reluctant to see us as he had the wedding to oversee. The conversation was pointless. He was the most insincere man I have ever met. Totally unsympathetic and sat with a wry grin on his face the whole time.
My concern was that they had no policy or procedure in place for this type of incident. They had a wedding going on with lots of guests / valuables / cash / possessions and they didn’t even warn them to be vigilant with their belongings as they had had a break in the night before. The whole thing was swept under the carpet.
We had an OK nights sleep and breakfast the next morning. Upon checking out we were presented with a full bill. My boyfriend was picking up the cost but I think the total was £125 for each night - £250.
I immediately demanded to see the hotel manager again – he was not available but they sent a deputy manager to see us. My boyfriend explained what had happened to us and the way in which we were treated and the hotels poor handling of the whole situation.
My boyfriend stated that he was more than happy to pay good money and full price for our second nights stay with them – we did not dispute the £125 for the second night at all.
We could not believe that they were trying to charge us for our first nights stay – the night that we were burgled. They wanted to charge us for the privilege of having our room broken into, our belongings / money stolen, poor treatment, terrible customer care and poor management handling. We couldn’t believe it.
They didn’t even give us the correct insurance details – they gave us their employers liability insurance and we were sent on our way.
We have since been told that the hotel / loss adjusters can’t help us and that we have no way of getting any money or compensation back.
- Official Description (provided by the hotel):
- Nestled in the charming Cotswold town of Nailsworth, Gloucestershire, the 16th Century Egypt Mill Hotel & Restaurant provides the ideal setting for a memorable stay. The uniqueness of Egypt Mill is realised in its delightful, full of character, bedroom accommodation. Your stay could be either in the charming Mill House, with it's 28 rooms wonderful atmospheric antiquities and furnishings, or the rustic comfort of the adjoining converted Jones railway building. All rooms are fully appointed with en suite facilities. Egypt Mill itself boasts 10 beautifully appointed bedrooms offering stunning traditional Cotswold detail making a wonderful environment for that very special romantic weekend away. Egypt Mill's restaurant offers some of the best food around and provides a great setting for that business lunch or special celebration with family and friends. While staying at Egypt Mill Hotel & Restaurant you could discover the Cotswolds wealth of treasures and cultural attractions, explore the many Cotswold villages and towns such as Stratford upon Avon and Cheltenham or visit the Roman towns of Bath and Cirencester. Egypt Mill is only a short drive away from the M5 (J13) and M4 (J18) Motorways. Need a function room? Egypt Mill's fantastic ambiance and beamed function suites are perfect for that special Christening, Wedding or Birthday celebration. Egypt Mill is highly favoured as a place for holding conferences and business meetings. Our comfortable conference rooms offer wireless broadband access and enjoy the benefit of natural daylight. We can provide packages to include full refreshments and accommodation throughout your stay. ... more less
- Reservation Options:
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- Also Known As:
- Egypt Mill Nailsworth
- Hotel Egypt Mill
- Egypt Mill Hotel & Restaurant Nailsworth, Cotswolds