Some 10 days ago, we got an unexpected chance to make a brief getaway for a delayed honeymoon. After reading Trip Advisor's glowing reviews of the Blue Horizon Hotel in Guernsey, we decided to book a short stay there (four nights in late October). On October 22, two days before the planned journey, we used the internet reservation service Hotels Online Bookings <firstname.lastname@example.org> , gave them our card details for payment, and duly received their confirmation of booking. It said: "Thank you, this reservation is now confirmed. ... The payment details have been used by Blue Horizon Hotel to guarantee your booking. ... We remind guests that a reservation is a contract between us [the accommodation] and yourselves". We then booked our flight and were looking forward eagerly to the delights of Guernsey and the hotel itself. Later that day, I thought to get in touch with the hotel directly to confirm that we will be staying with them and to ask about the best way of getting there from the airport. Three hours later we received our shock: an e-mail from the hotel stating as follows (original spelling): "Hello Anna, Unfortunatley, we closed on the 14th of October for the winter and will be open in april next year 14/04/14. when Julie arrives back as she is on her holidays , she will be in contact with you , she arrives back on monday 28th to start work on the tues 29th , she will be intouch ." No apology, no suggestion where else we might look for a booking. It looks like an impersonal automated message, with just the customer's name inserted. Thanks to some rapid re-thinking and our daughter's help with last-minute arrangements, we were able to book another Guernsey hotel nearby for the same period. We enjoyed our holiday, but it was not what we planned, as it was marred by the near-miss with the booking. At the time of making our reservation, there had been no suggestion anywhere online that the hotel's availability might be restricted. When we complained by phone to the booking agency, they stated very firmly that the responsibility lies with the hotel. Be that as it may, had I not thought to write additionally to the hotel, we would have arrived at its door from the airport only to find it closed and deserted, and would have had to trek round other hotels on the island to see where a room might be available. It is now Sunday 3rd October, and Julie has not yet been in touch. We have all relevant paperwork (e-mails from the agency and the hotel) ready to discuss with her. We obviously cannot award any points to the hotel, as we did not stay there, but must stress how very disappointed we were with the clear lack of communication between the hotel and the booking agency, and also with the cavalier way the hotel seems to have treated this mess-up - especially as most reviewers here had been stressing the exceptional quality of personal service that can apparently be expected from the proprietors and staff.
- Reservation Options:
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- Also Known As:
- Blue Horizon Hotel Guernsey/St Martins