Gill Charlton has been preventing for Telegraph readers and fixing their journey issues for greater than 30 years, successful refunds, righting wrongs and suggesting options.
Right here is that this week’s query:
Expensive Gill,
On Saturday June 24, I checked into room 27 on the Britannia Resort in Brighton at 5pm. I freshened up and left all my belongings within the room, together with my automobile and home keys, and headed out for the night.
Once I returned at 2am, I used to be astonished to search out one other couple was occupying it. They’d simply arrived again from an evening out themselves so have been awake. A few of my belongings have been nonetheless within the room, however they mentioned that the remainder had been given to reception. Thankfully there was somebody on the desk, who assigned me a unique room for the evening, however no clarification was given for the error.
Once I got here to take a look at I used to be instructed I might nonetheless be charged the complete charge of £155. The responsibility supervisor did apologise and mentioned she would examine, however she was solely authorised to supply me a free breakfast and £15 in compensation. She agreed it was insufficient and steered I write to Britannia’s customer support crew. It has provided £15 plus 50 per cent off one other evening. I requested for this to be paid in money, a complete of £93, however Britannia says it gained’t enhance the supply. Are you able to assist?
– George Markov
Expensive George,
I used to be astonished by this story. Not solely is it a serious error – with critical safety points – to permit different company into your room when it was already clearly occupied, but it surely beggars perception that your possessions have been handled on this means and the error was not instantly rectified lengthy earlier than your return to the lodge. Given the seriousness of the mistake, the best way it was subsequently dealt with and the lateness of the hour, it appears to me cheap that cost for the room ought to be waived. However that is Britannia Resorts, which has been ranked the UK’s worst lodge chain for 11 years in a row within the annual survey carried out by client group Which?.
Most lodge corporations have a buyer companies spokesperson to cope with criticism and to remark appropriately. Not Britannia Resorts. As I felt that George had a authentic grievance and mustn’t should pay something for such a poor expertise, I approached Britannia’s head workplace and was instructed to ship an e-mail, which might be handed on to “the administrators”.
A few weeks glided by with no response, so I chased it up. I used to be instructed that my request had been handed on however, as I hadn’t heard again, it was doubtless I wouldn’t be getting a solution. So might I say that Britannia wasn’t going to reply? “You’re placing phrases into my mouth,” mentioned the individual on the opposite finish of the road, “that’s why I don’t take these calls.”
Your journey issues solved
Gill takes on a unique case every week – so please ship your issues to her for consideration at asktheexperts@telegraph.co.uk. Please give your full identify and, in case your dispute is with a journey firm, your tackle, phone quantity and any reserving reference. Gill can’t reply each query, however she is going to assist the place she will and all emails are acknowledged.
