Blackpool hotel owner’s brilliant response to guest who claimed staff had ‘no compassion’

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He said he planned to offer the guest a complimentary stay, but won’t be after they left a one-star review

 

Bradburys of Blackpool

Bradburys of Blackpool

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A top Blackpool hotel owner has shared a brilliant response to a guest who claimed his staff had ‘no compassion what so ever’ after they had to head home following a ‘family emergency’.

Bradburys of Blackpool on Havelock Street is rated 5-stars on Tripadvisor. Of its 257 reviews left by previous guests, 243 of them rate the accommodation as ‘Excellent’.

On their website, the accommodation is said to offer ‘premier’ rooms just a five minute walk from the Blackpool Tower.

All rooms include a complimentary breakfast, en-suite bathrooms with rainfall showers, free wifi, central heating, flat screen TVs and tea and coffee.

One guest who stayed at Bradburys in November said it was their third visit and it was ‘still amazing’.

The user, Robin, wrote: “I have now visited Bradburys for afternoon tea three times and I just can’t get enough of the place. So great is my satisfaction that I have referred several friends and the afternoon tea experience is becoming legendary.”

Robin added: “The proprietors are always on hand and the building is very secure. The presentation of the dining room is to a very high standard and, judging by the number of “thank you” cards around the room, an awful lot of people feel the same way about Bradburys as I do.

“The fayre is consistently plentiful and consists of a variety of delicious sandwiches and pies, accompanied by coleslaw and garnish. This is followed by a multitude of cakes, always accompanied by a couple of strawberries. Tea (or coffee) is plentiful and freshly made and the owners always serve up hot chocolate for me as that is my preference. A second mug of hot chocolate is always offered.”

Robin said they were ‘so glad’ they had discovered ‘this treasure trove of a venue’ and added: “It stands head and shoulders above any other venue for afternoon tea that I have sampled anywhere in the world, and I am very well travelled and do not give that accolade lightly.”

A second guest visited Bradburys in December and said they had a ‘wonderful’ stay.

Christina wrote: “We have arrived home tonight after a 2 night stay. From arriving we were welcomed with a hot drink and mince pies. Our room was warm clean and very comfortable bed. It had a lovely shower room and tea making facilities with quality biscuits.

“The food was excellent and plenty of it. The staff were friendly and made us very welcome. We will definitely be visiting again. Good Value for money.”

The standard rate of rooms at Bradburys varies depending on which one you choose. A double room is priced at £70 per night, a triple room is £85, and a family room with one double bed and one set of bunk beds is priced at £95.

Bradburys have only two reviews which rate the accommodation as below ‘Very Good’.

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One guest rated the hotel one-star and said the staff had ‘no compassion what so ever’ after they had to turnaround and go home following a family emergency.

Donna intended to stay at the hotel earlier this month, but wrote that only three hours into their five hour journey, they had to turnaround and go home.

Donna wrote: “Drove 3 hours of a 5 hour journey to have a break away for 1 night with my family but sadly had an emergency to go home, NOT AN OUNCE OF COMPASSION, NEVER BOOKING AGAIN, hope you enjoy my hard earned cash, we did not just change our mind, this was unforeseen, very sad.”

Two days later, General Manager Matthew Cliff, shared a brilliant response in defence of Bradburys.

A double room in Bradburys of BlackpoolA double room in Bradburys of Blackpool (Image: Bradburys of Blackpool)

Mr Cliff said: “The only information booking.com provided me with is that you wanted to cancel. At 3pm on the day of arrival I declined free cancellation as your previous email stated I am not running a charity . Please take your grievance out on them for not providing me with the reason you wish to cancel rather than slating a business you know nothing about or have not even visited.

“I was going to contact you to offer you a complimentary stay once your ‘FAMILY EMERGENCY’ was dealt with however I won’t be doing so now and I am delighted that you won’t be booking again.”

Mr Cliff added that he is ‘no thief’ and ‘will refund’ the ‘hard earned cash’.

He said: “I have no details for your booking so I suggest you contact my hotel and we will arrange for your HARD EARNED CASH to be returned to you. I would also suggest reading booking.com terms and conditions in future. I also trust your FAMILY EMERGENCY had now been resolved as you’ve found the time to be writing emails and reviews and contacting booking.com

“I wouldn’t choose a 10 hour round trip drive either In future for an overnight stay. Best wishes.”

Mr Cliff told LancsLive that he is in the process of having the review removed from Bradburys Tripadvisor page as the guest hadn’t ‘actually used the hotel at all’.

He added: “It saddens me greatly that people use online review sites as a way of trying to damage a business. Had I have refunded her would she have left a 5 star review? No of course not.”

Breakfast is also included for all guests who stay at Bradburys of Blackpool, they also serve Afternoon Tea and home cooked evening meals upon request which are priced at £14.95 per person for two courses or £15.95 per person for three courses.