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The Spa at The Macdonald Portal Hotel Golf & Spa
Verified (?) Visited Feb 2014
The hotel had a powercut so we couldn't check in. We arrived at around 3.15 and were advised to wait in the bar and get a drink whilst we waited for an update. A member of staff eventually came round to advise we had a number of options:
Go to a sister hotel in chester but there wouldn't be enough room for everyone
Go home and rearrange or get a refund
Or wait for a bit to see if the electric came back on but there was no guarantee it would and in that case we would have to go home. The lady who came to advise is of the situation seemed to think it was relatively funny....
We chose to stay for a bit and then ended up going home. When we advised the hotel reception, the gentleman was very hospitable and said the hotel would look after us when we returned.
I received a phone call on the Sunday from Adam, the hotel manager. When I said we would be returning but only if we were to get something extra as I had paid extra for a valentines weekend and it had been ruined. He explained that as I had paid for the stay through a company they only receive a percentage. I said that it was the companies fault and his response was "well with all due respect miss Wiles, it's not my fault either!"
I understand that the powercut was not the hotels fault, however I was very disappointed with how they dealt with the situation. We were due to stay Saturday night, it is now Wednesday night and I have not had a phone call from the hotel to rearrange.
Very poor customer service