Marco Pierre White Restaurants
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Champagne room booking disaster
Champagne room booking was a disaster Booked for my brothers surprise 40th birthday The service we have received is beyond appalling, i will begin to detail just SOME of the reasons why. The reception had no idea who any of my hotel guests were supposed to be (rooms booked through events) , claimed they only had two bookings Reception checked our guests into each others rooms. I.e sent guests with keys to the wrong rooms - one of them walked INTO my father's room. They sent ME around my brother's event to figure out which guest was in what room because of their error. After I went through all that effort the above guest was checked out at midnight anyway because they 'weren't sure who was in the room'. The male colleague at reception was getting so confused when everyone was telling them their names. AND told me on arrival nobody had breakfast booked in the packages. I had to show them my correspondence via email to prove that we did have breakfast booked. And then when the woman on reception was trying to rectify it, she proceeded to blame MY guests and say that they were all giving my name which is not true. They just weren't being understood by the man at the desk when they were giving their own name. I was given the excuse that the events team system and the hotels team system are two separate systems, And rather than contacting events rectify it your female colleague decided to argue with me on the phone whilst I'm trying to get ready to host my brother's 40th birthday. It was such a commotion I ended up booking rooms on Booking.com for one of my guests just so she could check in and get ready. Mind you this was all an hour and a half before the event was supposed to start. Then the events team contacted me after the weekend had passed to say that they will be charging me for the guest that hadn't turned up - but they had turned up... they were in the hotel. On top of this, The tables were sat with the wrong colour table cough setting me and my vendors back by three hours from the time that we said we'd be ready by. The welcome drinks weren't on the table i was shown and paid to have decorated they were just sat on the bar. to make matters worse, the kids meal was not ready nor cooked so my 6 year old family member ate 45 minutes after the adult in the room. And then to complete the night the rooms were freezing and my guests left the hotel with a cold. My towels had hair on them (mine is blonde, the hair was black), and my sisters room had nail clippings on the floor - evidence can absolutely be provided if necessary. This is just to note a few things that happened. To say I am angry and disappointed after the weekend hosting my brother's surprise 40th is the understatement of the century. Over 3000 pounds down the drain