C
Odpowiedź właściciela
2 miesiąca temu
Thank you for your review. I am sorry to learn of your disappointment regarding the package booked and the discussion at check-out. Having reviewed the reservation, I can confirm that your booking was made online through our website and that the Midweek Spring Getaway package selected did not include dinner or a dining allowance. The reference in the confirmation email relates to our dinner, bed and breakfast packages, which are separate offers. That said, I appreciate that your understanding of the package differed, and I am sorry for the frustration this caused. Based on the booking information available to us, the charges applied at check-out were consistent with the package selected at the time of booking. However, I would welcome the opportunity to investigate this further and understand how the information was presented to you. We would never intentionally mislead guests, and I am disappointed to read the suggestion that our team acted dishonestly. Our receptionist was attempting to explain the package terms based on the booking details available at the time. Should you wish to discuss the matter further, please contact me directly. I would be grateful if you could forward a copy of the confirmation email (mail@caleyhallhotel.co.uk) you received so that I can review the wording and determine whether any aspect of the booking information may have caused confusion. We value all feedback and continually review our communications to ensure package inclusions are as clear as possible. Kind regards, Davy General Manager
