THIS IS THE EMAIL OF COMPLAINT SENT TO CARDEN PARK MANAGER AFTER SHE MAILED TO THANK US FOR OUR FEEDBACK…HER RESPONSE TO THIS EMAIL WAS TO ‘POLITELY CLOSE THE CONVERSATION’.
POOR HYGIENE!!!! TERRIBLE RESPONSE FROM MANAGER
IF YOU WANT TO WASTE YOUR MONEY THEN SURE, BOOK IT UP!!
We have been to the Carden Park Hotel a year ago and we were very pleased with our experience so we decided to book again as a Valentines night away at a cost of £134.
When we arrived I noticed a coffee spillage near the kettle then a clear sticky spillage (lemonade) on the bedside cabinet, the narrow ledge in the bathroom was also full of dust. To be honest I didn’t want to complain about this as the hotel was obviously busy with a wedding. I then noticed we only had enough towels for one person so needed to call down to reception for more to be sent to the room.
When we went to bed late that night, although the sheets looked clean there was an aroma of sweat (which incidentally wasn’t from either of us as we had showered) and this smell progressively worsened through the night. I woke a number of times wondering where the smell was coming from and I think it was coming from the mattress, pillows or quilt rather than from the bedding. We went to bed late, it seemed pointless to have our room changed in the middle of the night when the smell started as it would have meant packing up our things to take to a different room which is what I presume you are suggesting when you state I could have told you earlier.
I rang reception early in the morning and spoke with the reception manager to highlight the issues. She explained that unfortunately there were no managers available over the weekend and she would email you to email us, however, I would have preferred to talk to someone face to face whilst in the hotel.
I am sure that if you were to book a room in a high standard hotel you would be less than happy to find your bed smelt of sweat from another guest? Although you are apologising for our stay, I do not find this to be enough and is quite frankly patronising, to say the least. You are explaining that you will address the issue with the Manager of Housekeeping yet I cannot see how this helps us? I fail to see how this addresses the fact that the hygiene in our allocated room was of poor standard and that we paid £134 for the displeasure. We are less than satisfied with our stay and with the response you have given.