Dire customer service from the management and disregard for customer safety. - Hart's Hotel and Kitchen Nottingham - Trade Reservations
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🤢 2/5 - Dire customer service from the management and disregard for customer safety.
By 👻 @Theinghams, 07/28/2022 3:00 am
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My husband and I arrived at the hotel early evening on the hottest day ever in July. We were due to celebrate our son’s graduation which was happening the next day. I had been made aware at reception (nice American receptionist) that there was no air conditioning in the hotel and that a fan had been provided. Although very small, the room was fine with pleasant views of the city, from the communal courtyard garden accessed from the patio doors in the room. We went to dinner within half an hour of arriving at the hotel but found it impossible to sit in the restaurant as the heat was so oppressive. No provisions had been made to cool down the restaurant despite the repeated warnings we had had from the met office; no air conditioning unit, not even a fan. The outside venue of the restaurant, in my opinion, is not particularly attractive, in part due to its proximity to the road, but we felt we had no other choice than to eat outside due to the impossible temperature inside the restaurant, which in hindsight I believe was a real Health and Safety issue. We were joined by our son and his friend and were having a very nice meal served by a very jovial waiter when, just after we had finished our main course, in the corner of my eye I spotted something strange. I tapped my husband and I hadn’t quite had time to process what was happening, when it became apparent that there was a lady about two feet away from my son who must have sat down on the bench next to the table and then collapsed backwards. At this point she was fitting and a mass of yellow fluid was oozing from her mouth (possibly vomit mixed with foam from the fit) and her eyes were rolling. I rushed inside to reception to ask them to call an ambulance and my husband jumped up to stop the woman falling off the bench altogether and landing on her head. She was too heavy, so he was assisted by our son and some other diners and put into the recovery position. I then exited the reception to be met by the husband who informed me that in his opinion his 70 old wife was absolutely fine, having just had a 4 course meal ; she had apparently mentioned she had felt sick and had stepped outside. He insisted she didn’t need an ambulance. I tried to explain what had happened, but the husband wasn’t interested. I returned to the reception and asked to be able to inform the crew on the 999 call as to what I had witnessed. They requested I inform them how she was at that moment, so I returned outside to get an update. By this time the lady in question was sitting upright on the bench next to a younger man who also repeated that she was fine and was just having a glass of water, and who effectively told me to go away. It would transpire that this was the Manager, Mr Adam Worthington. The ambulance arrived and the lady was checked over by the crew in the ambulance where she stayed for quite a long time. The ambulance crew later confirmed to me she had heatstroke, which when it evolves as far as fitting, is a medical emergency. We were all quite shaken by the event, however we attempted to finish our meal. Our son had completely lost his appetite and was still quite upset from the reaction of the husband who had shouted at him “You ain’t a doctor” when he was putting the lady in the recovery position to stop her from choking. This was exacerbated by the fact that he still had a pile of vomit a couple of feet from his chair/our table, which incidentally had still not been cleared up the next morning when we checked out of the hotel. Over the next hour or so I saw the Manger at least another 3 times and on each occasion his head was lowered and all eye contact was avoided. On leaving the restaurant we were happy to have learnt that the lady was ok and had been discharged. We were then approached by a fellow guest who told us he was appalled by the treatment we had received from the hotel. At the time I hadn’t really considered it, but in hindsight agree. We had helped a fellow guest who was in dire need of assistance and had interrupted our own celebratory meal and evening to do so and had not even had so much as a thank you or even acknowledgement from the Manager/Hotel for doing so. No one had thought to offer to move us to another table (there were still empty tables, but we were still so shaken we hadn’t even considered it). The guest who was disgusted by the management was shocked by the fact that we weren’t even offered a drink or free coffee by means of a goodwill gesture to thank us for our intervention or by way of an apology for the interruption. On a side note, I had the worst night sleep ever in the room. I know probably everyone in the country did that night, but the size of the fan provided in the room was far too small. We ended up sleeping with the patio doors wide open with a voile separating us from the communal courtyard; this still wasn’t enough and I for the first time ever had to sleep on a wet towel to get some relief from the heat. In the morning, to add insult to injury I was charged for the newspaper I had been offered on check in, where obviously no mention of the newspaper not being complimentary was made. Having run my own hospitality business for many years, I always judge an establishment by how it reacts when things go wrong and things definitely went wrong on this occasion. The almost £500 spent with the hotel on the room and dinner for four (not quite 3 course for everyone) for the 14 hours we spent at the hotel did leave somewhat of a bad taste in my mouth). In my opinion, this was penny pinching to the extreme with a total disregard for customer service and customer safety.
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