This trip was a shambles from start to finish.
We received vouchers for dinner, bed and breakfast plus a night at the observatory as part of a Christmas present. The first hint of problems started when trying to book a stay. When we called the reception to book, the chap on the phone was unable book us in. He said phone back tomorrow.
Eventually, after several failed phone calls, we managed to do it via email and we were finally booked in. We passed all voucher codes in this email exchange.
On arrival to reception, a woman in the office felt it was best practice to acknowledge our presence by shouting "ring the bell and someone else will see to you". Charming. Another staff member checked us in and showed us to our room.
Dinner was at 1830 so when we arrived, we asked what were allowed to choose from the menu as part of our deal. "Anything up to £25" was the response, so after two meals, one dessert and some drinks our meal came to £56.95 ish... We expected to have to pay £6.95 at check out.
The meal was ok, the duck was salty and the steak was average. The restaurant staff were attentive, and in all fairness the setting was lovely.
The observatory was great, shame about the weather. The gentleman running the evening was enthusiastic and did his best, despite the cloud cover.
The room was clean and comfortable - no complaints there.
Breakfast was nice, especially the sausages.
At checkout, the woman from the office came out and presented us with bill for over £200! When we explained (for the umpteenth time) that we were here on a prepaid voucher, she returned with a new bill for £46.95. We queried where the extra money had come from, and apparently as we had stayed in a superior room, we had to pay for it. Well, we hadn't requested a superior room, we had just presented with our voucher and been allocated said room. So she took that superior room charge off the bill and provided a delightful roll of the eyes (for free).
Then appeared the final, final bill for £16.95, because now she says side dishes were not included in the "up to £25 deal"! No way were we paying this given that no explanation or information had been provided about this, and it seemed like a total con from start to finish.
No apology was forthcoming. A little thought into the information provided to guests at the start of their stay explaining what they were or were not able to choose from the menu, etc, would go along way to alleviating these problems.
Overall, the stay could have been quite pleasant. Had it not been for the fact that the reception lady could not hide her contempt for her customers, combined with the general lack of organisation, I would not be here writing this scathing review. As it stands, I will be going out of my way to make sure that no friend of mine ever makes the mistake of spending any time or money at your Fawlty Towers establishment.
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