Putting Matters Right - Our Promise at Eddrachilles Hotel
We always strive to give consistent good service and to provide accommodation to the standards we have described including fully meeting the standards of the AA’s three star quality assurance accreditation.
Occasionally, however, things may go wrong. We respectfully request your assistance in helping us to understand what has happened and to put such matters right.
We promise to be quick to respond, fair and reasonable in our assessment and actions, and professional in our conduct. There may be regulatory reports to be completed, e.g. Health and Safety accident reports (covers near misses as well as actual) or records to be submitted to our insurance company and we would appreciate your full co-operation in these processes.
This does not affect your statutory rights.
PleaSe ReporT pRomptly so we may act Quickly
We would ask that you bring any incident, matter of concern or poor service promptly to the attention of our staff or directly to the owners. At least one owner, Fiona or Richard Trevor, is usually available through the office by reception. If you prefer to email info@eddrachilles.com that will be read only by the owners.
The sooner we know, the more likely it is that we can assess the situation, put the matter right, minimise the inconvenience to you or prevent anyone else experiencing similar. We appreciate your co-operation and promise to respond quickly and professionally, prioritising your safety, guided by genuine concern for your welfare alongside that of other guests and our staff, and demonstrating good intent.
Treat our staff with respect as we treAt you
We fully understand the frustration and inconvenience that any failure of our hospitality or misadventure while in our hotel may cause.. Nonetheless, we expect our staff to be treated with appropriate respect when a guest is reporting an issue. No one comes to work expecting to be abused, humiliated, patronised or bullied.
We do not tolerate bullying or threatening language or behaviours towards our staff in any circumstances. Being patronising or passive aggressive is unlikely to help anyone. Our promise is to be ladies and gentlemen looking after ladies and gentlemen and that includes when setting matters right.
Responding to problems with Food or Drinks service
If there is a quality issue with food or beverages served to you, please report the problem to your server as soon as practical. They will ensure that the dish or drink is replaced or, if you prefer, an alternative choice from the menu that it is cooked for you at no extra charge. You - and your fellow diners, will be offered a complimentary drink while you wait. The owners may also -and entirely at their discretion - discount part of your invoice.
If you feel that there has been an unreasonable delay in service of food or beverages, please speak to your server or directly to the owners at the time of service. We will investigate and do all that we can to improve the situation. If we are unable to do so, or if the delay has been significantly impacted your enjoyment of your meal, we will, at our discretion, consider remedies such as a discount from your bill or offer you a voucher towards a future meal.
Responding to Problems with Accommodation
If there were a problem with any aspect of your bedroom or ensuite, please report it to staff or the owners as soon as practical and we will do what we can to make it right. Overnight contact details are provided in the information in your guest bedroom.
You may be offered alternative accommodation if it is available (sometimes impossible in a small hotel). We will discount your invoice if you are moved to accommodation with a lower tariff and we will absorb the costs of any upgrade in this circumstance. .
If we are told promptly of the problem and offered an opportunity to improve the situation, we will consider a discount on your bill at our discretion or offer you a voucher for a future stay.
Please note, that If the damage or problem has been caused by you or anyone in your party including minors, you are liable for the costs of the repair or replacement and for any additional cost. This applies whether the damage was caused accidentally or with intent. We promise to handle your report of such damage in a fair and reasonable manner and to provide you with evidence of costs of repair etc if requested.
Power Failure
If there is a power failure to the hotel, or any other utility failure during your stay, we will do our very best to continue to provide the best service we can in the circumstances. If we have to close the restaurant or cannot offer the advertised menu as a result, we will inform you of the charges for the alternative or make the service complimentary for resident guests. If the failure impacts adversely upon stay for more than 4 hours between 0600 and 2355 we will consider discounts to your accommodation invoice. Such failures are very rare..
openness and honesty
On departure we will ask you if you have enjoyed your stay when settling your invoice. This is your opportunity to raise any issues with us, although it may be too late to remedy them for your stay. Payment of the invoice without raising any issues is taken to mean that the hotel and guest are in agreement that the service provided was satisfactory.
We are unlikely to offer discounts for food and beverage problems which were not raised at the time of service but the owners will consider any complaints fully and may contact you after your departure with the results of any investigation.
Continuous improvement
We will also send a follow up email to the address supplied within three days of departure. This includes an invitation to outline anything which you think could be improved in general or to share any concerns, however minor, that perhaps you were disinclined to mention during your stay. While it is not intended for matters of significant concern, we will of course welcome any genuine report.
We will consider all feedback good or bad and will fully investigate any complaints. In the case of serious complaints raised after departure, we may make reasonable requests of you provide evidence. We may also ask for further details to help us understand what has gone wrong, including testing all possible explanations, and how we can prevent any recurrence..
We promise to provide in writing details of our investigations and any remedial actions to you.
Reviews
We understand that many guests like to post reviews on third party sites, primarily to assist fellow travellers.. We welcome fair and honest feedback, good or bad, that meets the standards of the hosting platform. We may exercise our right of reply to thank reviewers or to explain our perspective. We promise to be factual and not disclose the personal data of any guest in such a response. We may give details of subsequent actions taken by us and disclose any goodwill discount or direct compensation which was accepted by a guest.
However, unless we have been made aware promptly of the issue during your stay and thereby given reasonable opportunity to put matters right, we are less likely to consider discretionary compensation as part of our response to a bad review.
Finally, we reserve the right to report any guests, including their email details, to the hosts of review sites if the threat of a bad review is made or implied in order to obtain or increase discount at any point. We promise to give any guest a fair opportunity to retract any remarks before contacting third parties.
Conclusion
Thankfully we are typically blessed with reasonable guests and these incidents are rare. We deeply appreciate this and strive to be worthy of the trust placed in us by our guests.