I deliberately waited before writing this review until I had calmed down, but to be honest I'm still a bit peeved. Having booked via the companies own website more than a month before our much awaited, last night away alone before baby number 2 arrives trip, having received e-mail confirmation of that booking, and having driven for 3 hours, to say that we were surprised and disappointed to arrive and be told the hotel was full and there was no room for us would be an understatement. Yes they said sorry and rang round for a room elsewhere (how lucky that there was one available...) but given the magnitude of the cock up (from our point of view - not sure they got it) that wasn't really enough to make us happy. We had taken time researching our trip and choosing somewhere we wanted to go for a romantic night away, for the last night away from the children we will be able to have for nearly a year, and were being shunted to somewhere we had no control over. (Luckily it was very nice, its the Parade School Guest house if anyone's interested). Now we both work in service industries and understand mistakes happen, and appreciate that there was nothing that anyone could have done once we got there to completely make it right, however, for future reference Queens Head, this is what you might have tried to make me slightly less cross:
1)Take some responsibility. How about 'We are so sorry, this really shouldn't have happened' Trying to blame the website (the hotels own website....) and showing me a book of fully booked rooms is not going to help. The fact that your book is full is neither here nor there to me, I didn't think you were lying, I just couldn't quite believe that you were really telling me at this stage that we had been double booked.
2)Don't repeatedly ask 'Is that alright?' When clearly there is no way it can be. Of course the answer is no. Why would it possibly be alright? The fact that you have found a room for us to sleep in is stopping me from shouting and making a scene, it isn't making me want to ring all my friends and recommend you to them.
3)Saying 'Its just a 6 minute walk' when the walk is up hill and I am 7 and a half months pregnant is not 'alright' either. How about 'Do you need us to arrange transport?'. Personally I would have gone for 'I can give you a lift' but ringing a taxi would have been a start. Luckily, we did have a car, but I had to volunteer that.
4)The room will be ready an hour after we expected to be able to check in (because the lovely lady at the Parade School guest house wasn't really open that night and had gone out of her way to fit us in). Rather than 'Is that alright?' - again, clearly it's not, how about 'I'll get her to give us a bell when its ready, would you like a drink here in the meantime?'. Would a cup of tea really have cost the earth in exchange for our good will?
5)And finally, how about 'I see you were booked in for dinner tonight, we are pretty busy but if you would still like to dine here I can ask if the chef can squeeze you in?' We had been hoping for a romantic meal and Berwick isn't overrun with nice places to eat - we were contemplating Wetherspoons at one point, nothing against the chain but it wasn't quite what we had planned for the evening. As it was, found Foxtons which was perfect so worked out well, and by the time we left we didn't really want to give you a penny of our hard earned cash to be honest, but would have been nice to be asked.
Don't think I've had worse service in this country, didn't get our special night off to a good start. Don't need to add we won't be back.
- Official Description (provided by the hotel):
- Family run hotel providing quality accommodation with a contemporary feel whilst retaining old period characteristics. All of our food is locally sourced & seasonal produce is essential. ... more less
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- Also Known As:
- Hotel Queens Head
- Queens Head Hotel Berwick-Upon-Tweed, Northumberland