Hello,
Formal Complaint Regarding Unfulfilled Booking and Poor Customer Experience – 5th July 2025
I am writing to formally express my profound disappointment and dissatisfaction following our recent experience at your hotel, Cadbury House, on Saturday 5th July 2025.
Prior to our arrival, we contacted the hotel on multiple occasions to confirm our booking and check-in arrangements. Just an hour before our arrival on 5th July, a member of your staff reassured us that we could check in at any time before 12 midnight and that both rooms were fully reserved and ready for us. We had also contacted the hotel on the 4th July, and were once again assured that everything was in order.
However, upon our arrival at approximately 8pm, we were informed that the rooms were not available. This was not only shocking but deeply upsetting, especially as we had brought our young children for a much-needed short break after their school examinations. We were all tired and looking forward to a relaxing and enjoyable experience, only to be met with confusion and disappointment.
The acting manager, who was standing in due to the absence of the general manager, apologised for the situation and acknowledged the error.