Hull Couple, transporting golf clubs
- Having used this hotel several times in the past I didn't hesitate to use again. Great first night's stay before our holiday began but very disappointed of the attitude of staff upon return from weeks holiday and the disorganisation of adequate transportation from the airport.
Return pick up booked to/from airport. Informed receptionist 4 people, 4 cases, 4 sets of clubs so would probably need minibus. Explained the last time when only 2 of us, even though had informed the Receptionist upon arrival of the amount of luggage, a car had been sent but unable to fit everything in so myself and husband had to make two separate journeys; taxi driver did two runs, not good when you need to be there for flight!
Outward journey, no problem, minibus managed to squeeze all in. Return journey, different story:
Went to portacabin office at airport upon return as instructed. After queueing for 15 minutes was informed we could only have an estate car between us!! Explained there would be no point as definately would not be able to fit all luggage in. Was informed we would have to try, would be further 15 minutes for an estate car. I explained to the young lady that this was a waste of time as I knew we would not fit in and we had had a minibus on the way which had only just managed to squeeze everything in. I was told they needed to pay more money for the minibus in addidtion to the docket I had for the return journey I had received from the hotel, which as far as I knew had already covered the cost; an extra ¬£10.20 was required.
I asked them to call the hotel to ask what we should do and to ensure this would be okay for me to pay and the hotel would refund once we returned back to the hotel. After the receptionist trying to ring the hotel continuoulsy holding on for 15 minutes and no-one answering, I paid the ¬£10.20 and requested a receipt for the hotel so they would be able to reimburse me. We did not have a choice if we wanted to get back to the hotel and after an already delayed flight, aborted landing this was the last thing we needed on a cold rainy evening!!! Once this was done a minibus turned up within 10/15 mins (the same minibus/driver who had taken us to the airport the week previous!!) No problem, luggage all squeezed in like a jigsaw puzzle and returned to hotel.
Upon our return I informed the receptionist what had happened and was informed she could not refund the money as we shouldn't have paid it as we had already paid the hotel for the taxi fare and the docket they had given us should have been sufficient. I explained we had not had a choice as they would not bring us back unless we paid for the minibus to fit our luggage in and as Arrow had tried to call the hotel for 15 mins and no one had replied (she said she had been too busy to answer the telephone!!) this was our only option.
The Receptionist then called Arrow and spoke to someone who said would call back in 15 minutes, I informed I would not be waiting 15 minutes as I had already wasted a lot of time and we had a further hour plus drive home - it was getting beyond a joke. I was asked for a contact number; how was this going to help when all I needed was the refund for the taxi?? She said the taxi company would refund me once they had sorted. I informed the Receptionist it was up to the hotel to seek the refund from Arrow not me. Eventually, after much negotiating a very reluctant Receptionist refunded the ¬£10.20 (needless to say all in change).
This really was not a happy experience and one I feel could have been avoided if APH/Hotel sort out the extra costs of the journey to/from the airport beforehand if a bigger vehicle is required for transportation of golf clubs/extra luggage. I really think this is something APH need to look into urgently to avoid problems for other travellers in the future.
Published on: 05 January 2016
Britannia Hotel Leeds Bradford Airport
We are sorry to hear of your experience with Britannia Hotel Leeds Bradford Airport .
We take your comments very seriously and have forwarded them to the Hotel for further investigation, as well as to our own Customer Service department.