/Users/Nicky/Pictures/Photos Library.photoslibrary/Thumbnails/2022/09/22/20220922-160429/xz4QagdsTTaO2uYsfA9beg/thumb_GBTW5587_1024.jpg Beresford Hotel Newquay worst Hotel we ever stayed in> Message Subject: Complaint booking To: customerservices@justgoholidays.co Date: Wed, 21 Sep 2022 15:03   To National Holidays This is a complaint from the whole group of 18 people, on booking ref S892373 Newquay & Eden Project from 15th Sept to 19th Sep 2022. Beresford Hotel Newquay. We were group of 18 people on this Holiday and we all were very disappointed with lots of things. It just ruined our holiday. Two people were celebrating theire Special Birthdays and all was ruined due to third class hotel. We just can't believe that a big holiday company like you are using this hotel. This hotel was not 3 star it was more like 1 star. Never have we experienced this type of hotel. We have in the past been on National Holidays and we've been very happy with everything. Day 1. We arrived first day at the hotel at 4.30pm and our dinner was at 8pm bit late but didn't mind. When we sat down to eat on the menu we were given a choice of four starter, four main course and pudding. When we were ordering our starter the waiter said they run out of what we wanted. Secondly we ordered the main course it was dry and not hot at all just warm, we couldn't eat it. Pudding again we wanted bread and butter pudding but no custard left. This was on our first day so we didn't complain much because we were hungry and tied from Leeds eight hour drive. Day 2. Breakfast no Vegetarian Sausages we had to order day before which we didn't know. No fresh fruit at all everyday. No Croissants last two day. Dinner again we complaint to the Restaurant manager she said we should complain to the waiter if the food is not hot and they will sort it out. We ordered soup it was warm so we told the waiter and they took it back and warmed it up in microwave. Today our dinner was early so we went at 6.30pm and by 7pm they ran out of breaded Place, chips with Mussy Peas. My friend asked for Mayonnaise with her dinner the waiter replied they don't have any, so my friend said we've seen it at breakfast so waiter went to kitchen and got the pk of mayonnaise. The food was very very dry every day there was no gravy. We complained to the Reception and spoke the the hotel manager but there was so much disappointment. We did not enjoy at all. Day 3. Everyday there was lots of complaints we were very very unhappy. My friend got the room that smell of gutter and sewage, they got another room last two nights. Day 4. The driver LEE got burnt with hot shower. My friend got warm water in her shower every day and the cubical was very small no bath. Overall we experienced very badly with this hotel there was so many complaints from my group its unbelievable. But We are very happy with Driver Lee and itinerary was excellent, thank you Lee for looking after us. We had no entertainment until Sunday night Bingo and a singer at the hotel. The fire 🔥 alarm went off around after 9pm most of us were downstairs so we went outside. My friend who is 74 was a sleep 😴 no body knocked on her door to get her out. Luckily my friend got up and manage to come downstairs from 1st floor she struggles walking, She has Arthritis and cannot get ready quickly, we were not allowed to go and get her. Anyway we experienced that safety is also an issue with this hotel, this is very very dangerous. My friend was shaking when we got in hotel I dropped her off in lift and I found elderly couple who couldn’t make it outside the hotel and were very worried 😧 that nobody came to help them. We would like half of our money back please this is not exceptable, it ruined our holiday completely. Also it is not fair when we all paid the same amount of money and yet half of the people from our coach were staying in Kilbirnie Hotel were very happy, this was an excellent hotel. This Holiday has put as off from booking next holiday with National Holidays and its a shame. We are kindly asking you to compensate for ruining our Holiday. Thank you i look forward to your reply. from Mrs N Mistry Reply Message View Subject: S892373 - ID: 32422 From: National Holidays - Customer Services Date: Thu, 20 Oct 2022 9:24 Dear Mrs Mistry, Thank you for taking the time to contact us with your feedback, including details of your complaint. I am sorry to hear that your expectations were not met on this occasion; we understand how all aspects of your holiday are important to you and would like to assure you that all comments raised have been taken on board and forwarded to the relevant internal departments for their future planning. We run weekly Quality Control meetings where flagged customer comment is discussed and online questionnaire feedback reviewed, so please know that the information you have provided about your experience is valuable to us. I am sorry to hear that you were unhappy with the Beresford Hotel in Newquay. This hotel is seen as suitable accommodation for the tour and the standard is reflective of the tour price. We have worked with the Hotel for many years and continue to do so because feedback in general is positive so I assure you this letter will be taken into consideration in order to maintain that the hotels we work with remain at the standard we expect for our customers. We are also sorry you did not like the food served. Feedback about food served is important and we will always pass this to the hotel if we feel there is a problem with the comments received from a particular tour. Expectations concerning food can be subjective and although the hotel caters for guests night after night, we realise it will not be possible for all of what is served to meet with everyone’s tastes or expectations. I am glad to read that you brought your concerns to the attention of hotel and waiting staff. I was disappointed to learn that the room one of your party was allocated was not to your standard of cleanliness and had a funny smell. I agree this must have been unpleasant. Regardless to the star rating of our hotels, rooms should be clean and staff available to assist with any issue. However, the facilities of the hotel such as, cleanliness and room allocation are the responsibility of the hotel and any issue with the facilities need to be taken up with Hotel staff at the time of your stay. I am sorry to hear that you experienced a fire alarm at the hotel, and that this disturbed a member of the party who was sleeping. Whether a fire alarm is a drill or an emergency, a specific fire safety procedure is required to be followed by the hotel staff. Once an individual has left the premises where a fire alarm is being sounded, it is procedure to congregate at the hotels designated Fire Assembly Point. They would not be allowed to re-enter the building until it has been confirmed to be safe by the hotel’s fire warden and/or the Fire Brigade. It would also not be the procedure for hotel staff to return into the building when the fire alarm is still sounding to knock on the doors of guests. It would be the Fire Brigade who would enter the building to retrieve anybody who had been left behind. I understand this is a frustrating and unfortunate circumstance however after investigating the situation thoroughly we will not be refunding the price of the tour or sending compensation. I appreciate this is not the outcome you will have been anticipating and again would like to stress how disappointed we are that you didn’t get to enjoy the tour. Once again, we would like to thank you for taking the time to contact us with your feedback. We hope that you still had a lovely time on tour with us and we hope to see you again very soon. Yours Sincerely, BILLIE-RAE SIDES CUSTOMER CONTACT ASSISTANT Tel: 0333 321 2772 Just Go! Holidays 1st Floor, 111 High Street, Cheltenham GL50 1DW This email and the information it contains may be privileged and/or confidential It is for the intended addressee(s) only. Any views or opinions expressed are solely those of the author and do not necessarily represent those of Just Go! Holidays. The unauthorised use, disclosure or copying of this email, or any information it contains is prohibited and could constitute a breach of the General Data Protection Regulations. If you are not the intended recipient, please notify the sender immediately and securely delete the message from your system. not happy with the answer so will not be travelling with NATIONAL HOLIDAY