No hot water or flushing toilet for 12 hours on night of 18/03. That was unfortunate and bad enough but the way this was dealt with by the duty managers made it even worse. After checking in around 7pm we noticed the hot tap in the sink, bath and shower produced nothing except a gurgling noise. Shortly after the cold water feed to the toilet cistern ceased too – leaving us with just the cold tap in the sink with which to manually fill the toilet cistern using the kettle and then boil water to wash and shave. We rang reception several times asking to be moved to another room. No joy – they just kept asking us ‘to wait until the water tank filled up’. By 10pm it was clear to anyone with a modicum of plumbing knowledge that if a system had somehow been accidentally drained then it is likely to have air locks once it is refilled – 20 minutes attention from an emergency plumber would have resolved the issues. On our final call to reception at 10.20pm we were told it was in fact our entire floor/wing and the main reception that was affected (so even the toilets in the bar area were out of commission). Unbelievably – considering the huge inconvenience, not to mention health hazard for guests and staff, they were adamant that a plumber would call in at 8am to sort the problem! We were to go to bed and hope for the best. There must have been other wings and rooms of this large hotel that were not fed from this water tank, but we were not offered any other room. As we predicted, once the plumber did come in at 7.30am the next morning the problem was sorted in minutes – so why had 20-30 guests had to endure such unpleasant circumstances over night? They seemed to have no emergency procedures and no ability to communicate with guests. To cap it all, when we went to check out we were given the bill in full – no apology, no explanation and no reduction!! We had basically had a bed to sleep in and left to fend for ourselves yet they wanted the full price for the room. On explaining our displeasure we were offered HALF the bar bill – 2 drinks, so the reduction was basically £6. We were stunned. They eventually reluctantly wiped the whole bar bill of around £12 but insisted they could not credit the room charge or give a voucher as we had booked and paid via hotel com. So all in all a bad situation made much much worse by the disinterested staff and poor customer service. It beggars belief that this hotel can have such a cavalier attitude to guests. We found it via hotel com and have relatives in the area to visit regularly but will never stay there again. Fawlty Towers has nothing on this - a perfect example of how to lose future business.
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- Also Known As:
- Kenwood Hall Sheffield
- Hotel Kenwood Hall