My complaint:
Dear Aatheet,
I stayed at the Mercure Norton grange on Saturday under room 211, and 206.
I asked for a family room but they gave us two rooms of 3. From the beginning it was a mess from which I should of noticed then. They booked in the wrong date, and then it had to be rebooked.
I had booked breakfast in with my booking for which I had asked and ed 3 times with my mother being diabetic and disabled it was important. My mother asked 3 times over the phone about breakfast and they said yes it was included.
I paid £217 for one night which was supposed to be with breakfast for which I thought was worth it. Had I known that breakfast was not included I would of opted for your other options as we paid over £100 in your restaurant that night.
Rang to state this to the lady on the front desk who said found to be very rude. Being a customer service manager for the past 10 years if a client stated to me that they was promised I would have to honour it not bluntly say NO. Can you please look into this before I leave negative feedback for which I wil ensure several of my family members will, zayn Malik is also my cousin I will ensure my cousins Sarooha Malik who are influencers also blow this up. If this is in doubt tik tock or instagram them.
I am not a nobody (and even if I was your front desk staff needs to learn basic customer service skills).
This totally ruined our entire experience we didn’t even stay in the room we just got up and left and did not enjoy the facilities the second day.
Thank you
Suggested solution:
Refund
