41 replies to this topic

[TommyT]

Psychosis, on Feb 21 2009, 10:08 PM, said:

Oh no. I don't think they booked it on purpose for this! I'm just surprised that it happened.

I don't doubt your findings for a moment, and I have no vested interest with the Park Inn, but I'm shocked at your report. I think that there were about ten of us who stayed there at the end of last August, on a variety of floors and in the annex, and all of us were quite happy with the hotel (and several of us are used to generally higher-rated hotels on business); don't know whether we were lucky or you've been unlucky, but you have my commiserations...

[scruffy]

TommyT, on Feb 22 2009, 12:16 AM, said:

Psychosis, on Feb 21 2009, 10:08 PM, said:

Oh no. I don't think they booked it on purpose for this! I'm just surprised that it happened.

I don't doubt your findings for a moment, and I have no vested interest with the Park Inn, but I'm shocked at your report. I think that there were about ten of us who stayed there at the end of last August, on a variety of floors and in the annex, and all of us were quite happy with the hotel (and several of us are used to generally higher-rated hotels on business); don't know whether we were lucky or you've been unlucky, but you have my commiserations...

Isnt it the same old story, there is always an odd bad room and poor Psychosis has it!!

[Psychosis]

I don't know if it's an odd bad room... Christoff's room is just as bad for various reasons and enty posted a bad experience too. Did you stay in Bedford? The other Park Inns I've been to were nowhere near like this.

Then again half of the problem is Housekeeping (although there's no WAY that much grime has built up since August) and that could have deteriorated rapidly since last autumn.

[Flibble]

Did you get hold of the hotel manager and show him the state of your bathroom yet?

[Psychosis]

Not yet. Had another go this morning. Just had breakfast, packing up, and I'm going to go and deposit myself and my luggage firmly in the way...

[Psychosis]

Right, I complained and she gave me the 24 pound internet access for free which I initially accepted, but now I realise that one item on my complaints list was that the internet didn't even work on Friday so it should have been refunded anyway! Going to send off an email with photos when I get home. At least it was something.

[RiversideJon]

If there is still raw sewage in the toilet of the ensuite and the Hotel does not move you from the room, then its a clear Health & Safety matter, look at what happens in hospitals with non cleaniness.   If I was still in the room and the hotel had not sorted the prob I would contact the HSE and then the hotel will get their act together, as its a clear breach of personal safety :firedevil: .    

Furthermore, under the Sales of Goods and Services Act, the hotel has failed in providing you with the service you have paid for, i.e. room with working en-suite, like selling a car with no wheels.  

Anyhow, as you are attending an event at the hotel, with I presume hundreds of other people attending, then I cannot see why the hotel would risk upsetting a potentially large rebooking in the future by treating guests of said event in this way.

Just hope that the Guests and other attendees have been upto par and you get the Autos, pics you wanted.

[Psychosis]

Thank you. I also wondered if the extremely high cord would be a safety matter? I had to jump to reach the light switch and if I pulled down too hard with my weight it could do some damage. Anyway i'm in the bar and I got all my autos and had a nice morning! Waiting for the talks now. Thanks for the advice everybody. I did what I can and I'll plug everything into an email once i'm home. Not sure if I should send it to the hotel or to park inn general management? I don't usually do this.

Oh also the manager today said she made sure there was a twin room made available for us yesterday and she doesn't know why the managers yesterday told us we had to stay in the room.

[enty]

We're going to take photos and send them to the address on their brochure for head office. Let us know if you get any joy from your complaint.

[Flibble]

If you an find out who the chairman is of the Park Inn hotel group, and send you complaints & photos to him/her and mark your envelope "To be opened by addresse only", the top person should see the disgusting state of their hotels. In this day and age it's not right that you should be forced to put up with that!

[Psychosis]

I can't seem to find ANY contact for anything except the actual Bedford hotel, which isn't going to help much... does anyone have any email or postal addresses for someone higher up?

My letter of complaint is about 3000 words long, rotfl, with about 10 pictures. If I send it like that hopefully they get sick of reading a page in and decide to refund me to avoid reading the rest.

Edited by Psychosis, 22 February 2009 - 09:15 PM.

[Flibble]

OK, this is what I have found......

Sleep Well. Live Well.
Park Inn by Rezidor is a fresh and energetic upcoming mid-market hotel brand, set for extensive growth across Europe, Middle East and Africa.

Focused on mastering the essentials of a great hotel experience within their class, Park Inn hotels offer warm and casual service, are spotlessly clean, easy to use, safe and fun. The fundamental needs of all frequent travellers, on business and on pleasure.

Being efficient, uncomplicated, practical and hassle-free is the foundation of the Park Inn experience. It's an easy to use and affordable hospitality product that focuses on what really matters: a good comfortable sleep in a fresh, clean and safe environment, and services that are always delivered with a warm and friendly attitude.

The Rezidor Hotel Group
The Rezidor Hotel Group is one of the fastest growing hotel companies in the world. Its current portfolio consists of approximately 300 hotels in operation and under development across 50 countries encompassing nearly 60,000 rooms. Rezidor manages a unique and wide range of brands across Europe, the Middle East and Africa: Radisson, Park Inn, Regent, Country Inn and the newly-signed Missoni hotels. For more information on Rezidor and its portfolio of brands, visit www.rezidor.com.

Responsible Business
At Rezidor we take a serious interest in the world around us. We understand that our hotels depend on both the support of local communities as well as the surrounding pristine, natural environments to attract visitors. That’s why we launched a Responsible Business programme six years ago, which today is a cornerstone of our company culture. For more information on our RB programmes, please click here.

Careers with Rezidor
At the Rezidor Hotel Group we are always on the lookout for new people that understand the important role they play in delivering our promise of quality and hospitality spirit to our guests and colleagues. To find out how you can join our dynamic team, click here.

Legal Notice:
This website is operated by Rezidor Hotels ApS Danmark, a Danish company located at Amager Boulevard 70, 2300 Copenhagen, Denmark, registered under the number CVR 73337712, telephone: (45) 33 96 57 84, fax: (45) 33 96 59 20, which company is fully owned by the Rezidor Hotel Group AB.  Rezidor Hotels ApS Danmark does not trade any goods or services. It is however responsible for all information appearing on this website, including e-trade offers placed by any other group company or any company operating a hotel under one of the Rezidor brands. Rezidor Hotels ApS Danmark is not responsible for any content of a linked website, which is operated by any other party. Any binding agreement is subject to the terms and conditions as proposed by any hotel within the group and accepted by the customer during the online booking procedure. Rezidor Hotels ApS Danmark may be contacted for additional information under info@rezidor.com.

Corporate office
The Rezidor Hotel Group
Avenue Du Bourget 44
B-1130 Brussels
Belgium

Tel: +32 2 702 92 00
Fax: +32 2 702 93 00
E-mail: info@rezidor.com
URL: www.rezidor.com  
  
   Rezidor Media Centre

[Christoff]

I got £10 taken off each night for mine, I didn't take any photos of anything though as I had no camera, may still complain through email though if it's going to help.

[TommyT]

Psychosis, on Feb 22 2009, 09:14 PM, said:

I can't seem to find ANY contact for anything except the actual Bedford hotel, which isn't going to help much... does anyone have any email or postal addresses for someone higher up?

My letter of complaint is about 3000 words long, rotfl, with about 10 pictures. If I send it like that hopefully they get sick of reading a page in and decide to refund me to avoid reading the rest.

From this December press report I reckon the person you would want would be Regional Director Park Inn UK Phillip Dark (according to this the previous person in that job reported direct to the Rezidor Group CEO, so I reckon he's the top bloke in the UK).
This report gives an address in Manchester to use; the same address is shown as the registered address of Rezidor Hotels at the Companies House website using their WebCheck facility. (Companies House is a government organisation which holds the details of all UK registered companies),so unless anybody comes up with anything more concrete, try sending something to Phillip Dark, Regional Director Park Inn UK at the Manchester address.

[trekkiefan]

My room wasn't that great either

Black specks all over the toilet
Chairs that have holes in, even one with a nasty dark stain in the middle of it.
Lights that don't work
One v.flat pillow each (had to ask 3 times to get another one)
Food service at the bar on Sunday night was like watching Fawlty Towers.

So glad it's back in Northampton next time and that Northampton has been refurbished.

[Christoff]

trekkiefan, on Feb 23 2009, 12:56 AM, said:

Food service at the bar on Sunday night was like watching Fawlty Towers.

Lol being at that hotel actually made me google for Fawlty Towers while I was there, then read only 12 episodes were made, never knew that  

[Psychosis]

Good detective work.

I did a quick search of Phillip Dark and he is showing on the Park Inn website as "general manager" for Northampton. Adrian Pickard is general manager for Bedford, and James somebody is general manager now of the Peterborough link you posted.

Could Phillip Dark be regional UK manager overall as well as being general manager for Northampton? Could also be that either he got demoted in January or the Park Inn hasn't updated...

Edited by Psychosis, 23 February 2009 - 01:18 AM.

[TommyT]

Psychosis, on Feb 23 2009, 01:18 AM, said:

Good detective work.

I did a quick search of Phillip Dark and he is showing on the Park Inn website as "general manager" for Northampton. Adrian Pickard is general manager for Bedford, and James somebody is general manager now of the Peterborough link you posted.

Could Phillip Dark be regional UK manager overall as well as being general manager for Northampton? Could also be that either he got demoted in January or the Park Inn hasn't updated...

I reckon the website is out of date - look on the November tab of this report - A42: "Phillip Dark has been appointed Regional Director for Park Inn UK." Probably good that he used to be a Park Inn general manager - he'll know their standards.

[Millwallant]

Just a couple of points on this thread. Firstly our room was awful too. In a buiness room and there are no lights in the ceiling just 3 lamps of which one didn't work. Unless the tv was on it was extremely dark! They even had a whiteboard in one corner of the room. You'd not be able to see what youw ere writing on it. Holes in walls, stains on furniture and carpets etc. One of the most run down hotels I've ever stayed in and until it gets a refurb Showmasters need to seriously think before using it again. I thought the staff however were helpful and friendly.

On the letter writing front, I'm a personal assistant. Marking post for addressee only or P&C has no guarantee of ending up on their desk. I have authority to open whatever comes in to my bosses and they see what I think is appropriate. I'd imagine most senior professionals are the same. (we get 30 or 40 letters a day marked P&C which are just junk mail)

Write to the hotel manager and cc. the letter to someone senior in the head office. Send both letters by recorded delivery so they have no excuses to claim they haven't received them. You probably won't get anything from the Directors or Head Office people but the fact the Bedford Manager will see it has been copied in to them should provoke the response you are after.

[Psychosis]

Right. I'll assume Phillip Dark and hope for the best. And I'll take Millwallant's advice and send out two. Thanks everyone

Edited by Psychosis, 23 February 2009 - 09:30 AM.