National Holidays

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June's complaint against National Holidays

June Saunders

28/09/2017

The New President Hotel

Complaint against National Holidays

4 of us ladies booked for 5 days at The new President Hotel paying £189.00 each. As we arrived we went to reception and there was no-one there so we went to the bar area and ordered 4 cups of tea which we were charged £8.00. We had had a long journey and so we paid but were not happy about this. We were told we couldn't get into our room until 3pm we arrived at 12.30 so we had to wait in bar area. Then at 3.30 we were given our keys. Two ladies had requested a shower room as they were 83 yrs old. My friend and I were able body so we wouldn't mind a room with a bath when we opened the door to room 216 which was our room had the shower and the room was dirty there was a thick stain on the carpet. The shower door runner was thick black dirt. but it was the room with the shower so we exchanged our keys so they could have the shower room. I cleaned the shower runner out and then noticed that there was toilet tissue in the plug hole to stop the smell of the drains making the room smell of poo. Then we went to our room 215 this was a smaller room with three single beds two pushed together. The room was freezing . There was no room to put the bedside cabinet next to the bed. We put our clothes away the wardrobe was damp and the room also smelled of poo. There was only two plugs one for kettle and one for the tv. we had to go to reception to get an extension lead to plug in phone we went down to dinner and food was not very hot. Burnt fish every night with veg. We went back to our room and I sat on the toilet seat and it broke and went to use the toilet roll holder it fell off the wall. we went to reception to request that they put the heating on but we given a fan heater. The receptionist didn't say any thing about the heating. Radiator was fixed to the wall with a piece of wood and the paint was pealing off the radiator on to the floor. The unit that held the tv and the coffee and cups was stained and dirty. The drawers in the unit were stuck together with I don't even want to think about it. so we couldn't use these either. we had to put a cover against the door because the draught was blowing a gale. we couldn't open any of the windows it was disgraceful. when we left the room to go out the fire door was open the hinge was hanging down broken we reported this and nothing was done even as we left on Friday it was still not repaired. The handle in reception was broken off on Tuesday and was still not repaired when we left on Friday. On Friday when we were leaving we had to wait till 2.30 for the coach. we had to be out of our rooms by 10 am we had to wait in the reception area with new guests coming in and us having to wait to go all crammed in a tiny room we asked if we could leave our cases so we could go out and were told that we could if we paid £2.00 per case by this time we had had enough so the two ladies with us sat with our cases we couldn't afford another cup of tea for them. The staff were rude and never smiled and not helpful at all. There were 4 staff 1 night porter 1 manager for reception 1 manager for and the handy man. The help in the restaurant were school teenagers coming in to clear the plates. can I ask you a question please could you perhaps put a mystery guest in the hotel to rectify some of the issues we had on our disastrous holiday . I use National Holidays and National Express many times a year and have never had a bad incident even when I fell getting off the coach last year I was so impressed with the Driver and the help I received at Milton Keynes I could only praise National Express for their care. Luckily I was not to badly hurt. We spoke to and listened to a lot of people staying at The New President Hotel said they would never stay there again. I hope this can be resolved June Saunders. .

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