Dear Mr. Wilson,
Thank you for sharing your feedback.
While we appreciate your kind words regarding our breakfast service and the attentiveness of our staff, we feel it is necessary to clarify the circumstances surrounding your departure from the hotel.
Firstly, it’s important to note that your departure was not voluntary. We made the decision to ask you to leave due to the aggressive manner in which you expressed dissatisfaction at reception. Your repeated shouting of "shoddy" and other confrontational remarks caused significant distress to our staff and alarmed several guests, who also commented on your intimidating behaviour, particularly towards our female receptionists.
We regret that the room you booked did not meet your expectations. You had expressed similar concerns during a previous stay, and we were able to offer an upgrade at that time. Unfortunately, as explained upon your arrival, we were fully booked this year. When a Bay Seaview Room became available, we promptly emailed you, but unfortunately, we did not receive a response.
Additionally, your account of an alleged incident involving an elderly couple at the hotel is entirely inaccurate but we would never discuss other guests with you or anyone else. It is disappointing that this was included in your review, as it misrepresents both our staff and our approach to guest service.
We arranged alternative accommodation for you at the Crown Spa Hotel and waived the charge for your stay to ensure a resolution, as our goal is for all guests to enjoy their time with us.
We hope this clarifies the situation, and we wish you well in your future travels.
Kind regards,
Stephanie Allen