Member since May 2024
Not Considerate
stayed: September 2024
I rang ourselves and the hotel a week before our booking asking if we could postpone our visit and revise a voucher for a future date, due to my husband's health which had deteriorated over the previous couple of weeks. He is now due to have two operations on his spine to help relieve the pain he is in.
However, the hotel said no we were outside the period of cancellation. On the day we were due to travel we emailed to say we would not be taking up the booking due to the fact my husband was in considerable pain, and asked again whether they would give us a voucher for another date. Again the answer was NO
As we were not asking for a refund but a voucher for a future date I feel the hotel could have been a little more accommodating.
Mill End says:
Hi Vivian,
Firstly, I'm sorry to hear your husbands health has deteriorated and I do hope the operations help.
Thanks for the review although we are sorry to hear you weren't happy with our clear cancellation policy.
Unfortunately we do, like 95% of hotels in the country, have a weeks cancellation policy, and we in all our documentation highly recommend travel insurance.
We are a small family run business and we can't act as a travel insurance company and cover people when they can't make their stay, we would simply not be able to afford it. Which is why we make our cancellation period extremely clear and have (like 95% of places) terms and conditions for a reason; they are not just for fun.
Moving to a later date still means we've lost out on the dates you've cancelled, and then we missed out on the revenue for the new dates you book, and we just cannot afford to miss out in todays economic environment, when pubs, hotels and restaurants are closing left right and centre.
It is a real shame that as a small business, we are persecuted from people not reading T's and C's and not following our advice to get holiday insurance, after all, that is what insurance is for!
It's worth noting for all potential guests reading this, we do also try our hardest to resell the room, and if we can do so we will then refund. We can recommend several insurances which cost less than £20/£30.
Again, we are sorry you weren't happy with us, and we hope your husbands operations go well and he makes a full recovery.
Kind Regards,
Alex
Owner
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