Erik Ribsskog
<eribsskog@gmail.com>
The Grand Scarborough (433215090)
Erik Ribsskog
<eribsskog@gmail.com>
Fri, Jul 5, 2013 at 9:05 AM
To:
433215090@my.booking.com
Hi,
I’m not sure if the e-mail they sent me meant that they have dealt with my case, or that another department was going to have a look at it.
That was a bit unclear, I think, in the mentioned e-mail, from the hotel.
But thank you very much for the reply.
I hope you have better luck with them.
Because I think the cabaret wasn’t like on the pictures on your website, and their website.
And this they didn’t want to understand, it seems.
Or that they didn’t understand what I meant.
And I’m not sure if that was their final e-mail, or if they were just talking around that they were sending about my complaint to a desition-maker.
Also, there were no phones on the rooms, no alarm-clock, no mini-bar, the window was problematic to open, (I’d say), and I had to help a woman in a wheel-chair, into the cabaret room, (the second floor), and it was difficult to get the wheel-chair in there, even if her husband pushed the wheel-chair, while asking me to hold the doors open.
But it was two doors, so how can one hold two doors open at the same time?
So the woman in the wheel-chair screamed, (in pain I think), because I had to stop holding the left door, and then it hit the wheel-chair, because her husband didn’t drive the wheel-chair that smooth, perhaps.
I’m not an expert on wheel-chairs, but this was perhaps not the right solution, (with the doors).
Perhaps the hotel could have helped this woman.
Thank you very much for the e-mail!
Best regards,
Erik Ribsskog
Dear Erik Ribsskog,
Thank you for contacting Booking.com.
Due to the hour when I found your comments regarding The Grand Scarborough that you booked through Booking.com, I did not phone you but wanted to offer our assistance as we want guests to get what they are expecting when the book through our site.
We were most concerned to learn that you experienced problems during your stay at the The Grand Scarborough. Please accept our sincere apologies for any disappointment caused.
Can you advise if there has been a resolution with the hotel, or if you have heard back from them?
Following my email to you, I will be following up with an email to the hotel regarding the problems you noted and will advise you when a response is received.
Feedback such as yours greatly assists us in improving the hotels’ standards as well as our own. We do hope that you will allow us the opportunity to be of service to you in the future.
Kind regards,
—
Kristen Gladney
Booking.com Customer Service Team
Click the following link for the Customer Service phone number in your country
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