Funnily enough I haven't received an…
Funnily enough I haven't received an email requesting feedback...
My wife and I have just arrived home from our stay at Rhinefield House, and what should have been a nice relaxing stay has been somewhat marred by an interaction we had with the staff at the hotel.
We had spent the weekend in Guernsey (where my wife spent the Saturday in the spa at St Pierre Park), and as I surprise for my wife we made a small detour on the way home. When we checked in yesterday evening, we were asked if we wanted to add a credit card to our room for sundries - I declined and stated that I would settle any bill on checkout. This was agreed by the reception staff.
We had just finished breakfast this morning, when we were called back by one of the staff as we had a "bar bill" to settle - this was done in front of two guests waiting to be seated, and a room full of other guests already at breakfast. My wife in particular was upset by this, and was close to tears as she relayed this at reception. What I found interesting was at no point during this interaction, nor when we checked out, were we asked for our name. I think it is apparent that Rhinefield House had "profiled" my wife and I for some inexplicable reason.
After the complaint, an apology was proffered by waiving the outstanding bar bill - I refused this gesture and paid the £24.75 owed. The fact that you think this indignity could be put right for twenty five quid is, quite frankly, another slight.
To say this is disappointing is a huge understatement; we have stayed at Hand Picked Hotels at least half-a-dozen times previously, including for my 50th birthday where we stayed at both Nutfield Priory and Fawsley Hall over a weekend. We will certainly never stay at Rhinefield House again, and are seriously considering whether we will be staying at any of your hotels in future.
Sincerely
Matthew Podger
