Well I booked this hotel in July and was to arrive early August. I had requested a family room as I was to stay with my Two children for one night. I was really looking forward to our stay as reading all the reviews looked really good. Well the night mare was about to start...let me just say I hardly never complain about much!! Anyway, so we were taken to our room on the bottom floor. As we went in the room was not a bad size but the bathroom was definitely dated and old. It smelt like a care home ?? I went into the bathroom which was clean but then I needed to wash my hands and the very old and dated tap handle came off and was then in my hand?? No cold water now ?? Then I noticed a electrical wire on the floor near the bath. This concerned me and as I really don't want to die yet by any electrical shock !! The old and dated tiles were also chipped and the bath had to long white pieces of double sided tape in it, as if there was a chair for older people previously installed ?? The TV looked like it was about to fall off its bracket on the wall. The TV also played games with us by stalling and freezing all the time. The kids had to watch something on the ipad instead. I went to reception and found a very helpful lady who was most accommodating and came to have a look. She agreed, apologised and then said she would let the manager know. She let me know that the manager would be over to see me within the hour. True to her word, HE arrives. I showed him all the faults and he was in no mood to apologise but was very defensive and made me feel like im complaining about nothing. He then told me that he's been on the internet and that this is a earth wire and that all should be safe. Well I am no electrician but clearly he didn't even know and now im suppose to feel safe because he's gone on the internet to have a look ?? Then I showed him the (old rusted, falling to pieces) cold water tap. He then said " Well this has never happened before, did you take the handle off ?) The TV was shown but he couldn't find any fault. I asked about changing rooms but he said " We are full" He made me feel like im just ranting on about nothing and did even think of apologising. Customer service is definitely not this guys forte !. I asked "then what he can do then if he cant offer me another room?" He kind of starred at me as if im mad. I then said I would like a reduction off the £98 I have already paid them. He then told me " When you booked your stay with us over the phone, the lady who took your booking made a mistake and she should have charged you another £9.90 per person for breakfast ??!!. I couldn't get over it how defensive, rude, unfriendly he was and that he had just said that to me. He then started to show he's true colours and then started to get a bit angry with me. He then said " I'm standing up for myself because that's a natural thing "!!. After this unnecessary boxing match, he eventually decided to give me £20 off or if I like a full refund and I can leave their hotel now if im not happy ?? That's great customer service for you....Now he wants me out as im a complainer and obviously a nuisance !!
After this all, I really felt angry and it really spoilt my stay, mood... All the things that I was hoping to be the opposite. The beds were extremely uncomfortable as I didn't sleep a wink... The bed springs were eating into my back and the pillows were like laying your head on a cement block.. So be warned about this MANAGER, !! I'm so glad I am glad Im home now and just want to put this terrible ordeal behind me.
- Official Description (provided by the hotel):
- Family owned and run Boutique hotel situated right on the seafront ... more less
- Reservation Options:
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- Also Known As:
- Camelia Hotel Southend-On-Sea, Essex