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Ashlyn Guest House Edinburgh





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THE QUESTION.....
Is B. Robson right to complain ?
Is this complaint fair?
What would you do?
Would the hotel like to comment ?

What is your verdict ?



B. Robson

The Complaint

I spent last night in your Clarion Hotel, Gatwick. I regularly use hotels for business and normally pick the Holiday Inn chain to stay in however yesterday this wasn't convenient for me and your hotel seemed suitable.

I checked in to room 227 at 4.30pm and then went to a meeting in a nearby hotel at 6.30pm, I had finished my meeting and got back to your hotel at 10.30pm where I went straight to bed. After undressing and washing I looked on the floor and nearly stepped on a cockroach it was 11pm by this time. I tried 3 times between 11pm and 11.15pm to reach reception via the telephone but there was no answer, so I dressed and went down to inform them that I wasn't looking forward to spending a night with the creature.

The manager didn't even bother to see me just informed the girl on reception that there was nothing they could do, no other rooms in the hotel and offer me a free drink!

I returned to my room on which I had decided that I wouldn't be able to sleep, so I waited in the bathroom for the cockroach to re-appear, I then caught it.

I called reception and the same girl came up and took one look at it and I was moved to another bedroom within 10 minutes with a lot of apologising along the way, I understand that this wasn't the girls fault and the manager was totally to blame for not listening to me.

I'm not sure why I wasn't believed I certainly don't make a habit of lying (unlike the hotel manager about there being no other rooms available) and I finally got to bed at midnight which for me was late and as a consequence I have been extremely tired today in the meetings that I have had to attend.

The inconvenience this has caused me today and last night was unacceptable.

I have attached pictures that I took so you can understand this was by no means a small bug (it was a 250ml wine glass).

Wendy Dawson

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