Review of The Peninsula Hotel 4*

To the owner Ian Walker, This is a very strong letter of complaint regarding my stay in your hotel. The main concern being the lack of customer service skills your general manager has. On day 5 of our stay after looking at the menu and not wanting to eat the same vegetables and meats we have had for the last 5 nights and openly saying it to the ladies at the desk, we decided (after being offered no alternative) and being the anniversary of my fathers death, we took my disabled mother out for dinner. On our return and after speaking to another party of guests at your hotel, who also did not like the menu but were offered a refund of their £20.50 per person, I decided to ask to speak to the general manager. I went through 5 different members of staff to get to speak to him and I was asked to return in 20 minutes as he was busy which I did. He refused to refund the cost of £61.50 (3 meals) due to the fact I hadn’t spoken to him personally, although on 2 previous nights we have complained about our food being stone cold to the staff, not once did he make an appearance for us to “speak to him personally”. I explained the situation and he was rude and unsympathetic. For a general manager not to deal with past complaints and hide in the kitchen throughout the course of 12 meals throughout our weeks stay, it's not what I would expect and we were not the only party complaining! Disabled parking is also an issue, we stayed with this hotel specifically as it was “wheelchair friendly”, it’s not the easiest being expected to play find your allocated table, with a wheelchair, when there is no allocated table! Trying to park and get my disabled mother with a wheelchair on Monday 30th July when there is no where to park (due to a private party going on) where should we park if there is no allocated disabled parking and not a one spare space either in your car park or out the front of the hotel? The next issue, why do we pay to use your amenities if you open your pool to chip and dip daily, you can't get a seat by the pool by 10am? Why do I pay? Nowhere is this mentioned in your brochure. You may also like to get your lift serviced, after it breaking down and being in room 210 and 212 (with a wheelchair)?! On 3 occasions we were told we would have to wait for it to be fixed during “chip and dip”. As you can imagine my “relaxing” holiday I thought I had paid for was a complete waste of money (£2210). I am awaiting for the hotel owner to respond.