B&B HOTELS
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I was contacted whilst on holiday and…
I was contacted whilst on holiday and told that my mother had fallen gravely ill so needed to return to the UK asap. I contacted B&B head office to ask if I could move my booking to one day earlier as we had to drive to Calais from Germany and needed to get an early morning shuttle to get back quickly. The answer was 'no' so we booked another night and lost the value of our original booking. My mother sadly passed away 3 days after we got back. I emailed B&B saying that in circumstances such as these a compassionate approach should be taken. This is their reply. First of all, I would like to offer you my condolences. I am aware that the hotel did not meet your expectations. The conditions of the offer you chose were applied to you. I sincerely regret that you perceived this as a lack of empathy. Thank you for your feedback I will stay elsewhere in future.