More than 48 hours has elapsed since I wrote to the management of this hotel by email and as yet I have had no response. This is what I wrote to them;
Dear Sirs,
My wife and I stayed at the Bicester Golf Hotel and Spa last night, the evening of 14th December 2014. We booked to stay with you based on the strength of your website and a number of positive internet reviews. This was a special occasion because it was our 10th wedding anniversary. I am bitterly disappointed that our experience did not match the rhetoric of your promotional material.
When we arrived to check in, my wife announced to the receptionist that her name is ***** **** and that we had pre booked online. Julie was then handed a check in form with the details of another guest, a Ms ***** *** ****, with that guests personal data. My wife explained that this was not her and asked that the correct form be printed or the details be amended. The receptionist asked her to sign the form and said that she would correct the details on the system. I understand that this was a simple error and that a previous guest has the same name, however when we came to check out, we were again handed a check out form with the previous guests details, despite having been told that this had been corrected for our booking. Three issues arise from this; firstly a lack of attention to detail in checking the precise customer booking details on arrival, failure to carry out the promised corrective action and a breach of personal data in regard to your previous client.
I was not impressed by the receptionist, who was surly and unwelcoming at best. I observed the same detached level of ignorance in her dealings with other customers at the reception desk.
The major problems we encountered on the night of our stay were the loud music, drunken shouting, slamming doors and the generally unacceptable noise level and disturbance we endured as a result of the ‘Bicester Village’ Christmas party. A function we only became aware of as we settled into our room (16) at around 9pm. I was somewhat surprised that this function was taking place, not only on a Sunday evening, but that the hotel had not advised us that this would be taking place, either at the time of booking or upon arrival. A fact that would have precluded us from staying with you at all. I attempted a call to reception from my room at around 1030pm, which went unanswered.
When I asked at checkout, why we had not been advised of this function, the receptionist told me that it was ‘not hotel policy’. I asked if it was also hotel policy not to answer the telephone after 10pm, to which I was informed, with a pointed finger in the direction of the upstairs function room, that ‘we were all up there’. A good job my room wasn’t on fire then? What a disgrace.
In regard to the Spa, we found the facilities to be excellent, however, once again the reception staff were not on the ball. Unwelcoming and offered no explanation of how to operate the lockers, before we went in. They seem to sit around and assume everyone is a member who knows the routine.
It is a great shame that your hotel is being let down by very poor service in some areas. We would not have stayed if we had known about a function taking place and based on our experience we won’t be returning.
I would welcome your comments on the above.
Your faithfully,
*********** ****