Village Hotels
Reviews and Complaints

Stayed in the Newcastle hotel from Sunday 21t May until Sat Morning 26th May. I’ve used the hotel over 30 times as a private paying customer and found staff polite and helpful.

I stayed there this time under a company booking. I was going to leave at 4am on the sat morning so tried to check the bill with the receptionist on the Friday just so if there were any mistakes we could rectify them then, rather than me be held up at 4am or fobbed off by the night shift receptionist saying you’ll have to wait until office hours to sort out the errors.

The lady on reception was unbelievably rude / argumentative / dismissive / condescending in her manner, choice of language, tone of voice. She wouldn’t entertain me being able to go through my bill and separate what was to be billed to the company and what was to be billed to me personally. I couldn’t understand why when it was there on her screen.

Saturday morning check out. 4am. I was met with the same unbelievable attire de by a different member of staff. She was very snappy. At one point I had to say are you just after an argument or something. I’m just trying to check out. Non of the conversation she had with me was in a polite tone from her side. It was all snappy. Argumentative. Really rude.

I phoned up on the Saturday night to try and address my issues and another member of staff had the same attitude on the phone.

I’ve never been spoke to that way any time before wheh I’ve made personal bookings. I think it’s clear that when 3 different receptionists attack with the same visciois manner and attitude when your under a company booking that it’s something they feel they’re allowed and entitled to do. This points towards a manager level problem to me where they feel that they’re allowed to speak and act like that if your there and your not paying the bill.

I’ll never use that hotel again. The way I was treat and spoke too was disgusting.

We are booked in on Friday 28.10.2022 till 29.10.2022. My partner has just tested positive for Covid, and has been advise to self isolate, as is expected and the responsible thing to do, by the Doctor. I am negative at this stage, but will keep testing.

As a precaution, I contacted the Village Hotel, to request that this booking NOT be cancelled, but just to push the dates out to a later date (11.11.2022).

I was told by the lady Hayley "that due to the fact that there are no Covid restrictions in place, you and your partner can still come to the hotel, use the room, hotel and its facilities and according to our policies, terms & conditions we cannot cancel or change the dates of your booking, the only thing we can do is accept a change in name", i.e. I would have to try and sell my booking or give it away. I told Hayley, I thought that was very irresponsible of Village Hotels, and should my partner and I decided to be as irresponsible as the Village Hotels and came to the hotel, we would be just as guilty of putting staff and guests at risk of contracting the Covid Virus. If only the staff and guests knew the hotels disregard for their health and well being, after all Covid still kills people. I am very very disappointed in what I thought was a great hotel chain/group. NEVER AGAIN VILLAGE HOTELS, NEVER AGAIN!

Good Evening to whom ever it may concern,

I am writing to you today to complain and report how I was treated in my small time working for the village hotel in Bournemouth.

It all started at the very beginning of my application process when I was invited to an interview at the village hotel in Bournemouth on the 1st of February when I turned up to my interview 15mins before my interview was meant to start, I was waiting for over half an hour to be seen no one seemed to know what was going on and couldn't find anyone, in the end hazel appeared after I had waited nearly 40 minutes. Hazel didn't have my cv to hand or didn't seem to know anything about me and had to go off again to get my cv so in total my interview didn't start until 1 hour late due to the unorganisation within the management team after the interview finally got started, she had asked me what my requirements was such as what days I could work, In the interview I stated that I have another job and was looking for some extra income I told hazel in the interview that I could work Monday, Thursday and Friday evening from 7pm she agreed with me she could offer me though hours, so I declined the other jobs offers I had at the time to come and work for the village hotel in Bournemouth. My start date came around and unfortunately my partner was rushed to hospital about 2 hours before my shift started, I had taken my partner to hospital while I was at the hospital, I thought to myself that I would go and speak to hazel and let her know what is happening to my partner bare in mind I turned up 1hr before my shift started and told hazel what was going on she told me that's it is fine go and be with you partner, I kindly said to hazel it's okay I'll stay for a couple of hours as I can't stay in the hospital due to covid. So, I stayed that couple of hours did exactly what I was told to-do and then I told hazel I need to leave my partner has been discharged from the hospital she said okay no problem see you on your next shift, When I turned up, she has had me put in a different department from what I was employed to do and left me with no training in that department I had no experience in that department and I was expected to move and set things up that I have never seen before then she had ago at me the next morning as I didn't know where things was and then said to me why hasn't this been done, If I actually had the relevant training beforehand it wouldn't of been so bad, But I was left on my own for two of my last shifts unsupervised and with the inadequate training. Then after my technically final shift I ask the reception manager I haven't had my rota, yet do you know what is going on and he replied to me and said unfortunately hazel doesn't have any hours she can offer you at the moment, so she has asked me to use my hours to give you some and I said okay so what can you offer me and he said he would message me some shifts full well knowing my availability, he didn't text me about my hours I had to reach out again to hazel and ask her what is going on, She only would message me last minute asking if I could cover as someone as call in sick and I had told hazel in my interview that I need to have a stable rota due to other commitments and she agreed to that and other people was getting regular hours as could see it for myself on the what's app group. So, time went on with no communication from anyone at the village hotel in Bournemouth and I messaged her again asking if I could have some hours but I had covid so it would have to be next week, and she offered me a shift on the 12th of March but when I was being careful and said to her that if I am negative I will be able to come in for the shift, Her word were sorry I need to give it to someone else as I have been working all day and this was a Sunday night she had asked me but she was really rude to me about it and I did say I am really sorry I really wanted to do it, She didn't reply to me after that until the 16th of March asking me if I wanted to cover a shift and I politely said to her unfortunately I am working that's day and she knew I had another job that I worked and she wasn't giving me regular so I had to look else were due to I have a family to provide for. About one week went past and I saw a job advertised at the village hotel for a night porter I thought to myself this is strange why wouldn't they ask myself if I was interested in that position due to the fact, I didn't have any hours, so I message the reception manager and asked him about the position, just completely ignored me and didn't respond to me via texts or phone calls. Then I see that I have been removed from the work what's app group and then I messaged hazel again and asked her why I have been removed from the group, her words were that I refused two shifts and ignored a message so that's why I have been removed.

First shift due to a family emergency that I came into work and explain in person, and she was okay with it and understood and I still stayed and did what I could.

Second shift unfortunately I was working at another job doing a night shift and I was messaged in the morning and I did reply to their message later that day after I had woken up and I stated that I had just woken up due to working last night sorry... again, no reply.

Third shift, I had covid and she has used these to make me feel that I was my fault that's I'm not being regular and reliable which is the complete opposite to what I am she is the one that didn't put me in on the days that I could work and then she basically sacked me over text message when I was already told by hazel in a roundabout way that she only employed me as she needed stuff sorted that week and didn't have anyone to cover the three function's that was happening that week.

So therefore I am writing to your today for you to please take my complaint into consideration and please could you get back to me as soon as possible as I find this completely unprofessional and unfair on my part. I will be taking this further if no action is taken and I am composited in some I way for the way I have been treated I have never work for such a bullying company in all my life is completely unacceptable and I really hope no one else must experience what I have experience at my sort time at the village hotel.

Please contact me on my email or call me on my mobile number [protected].

I look forward to hearing from to you very soon.

Regards

Lewis Hillwood

Family of 20 arrived for a 2 night stay for Christmas day and boxing day, booked festive meal for both days, the service for Christmas day meal was really bad, only 2 staff serving, menus mixed up, staggered service people getting there food all different times everyone getting stressed then unhappy with food, was supposed to be an un stressful day that's why we booked over Christmas it was a lot more stressful than if wed had stayed at home, the service was so up the wall really.
Then on boxing day we had booked again for festive meal which was ok as more staff on . We wanted to make sure sure we had tables for the evening and that we could have ordered food so booked a table for 730 for 15 and were guaranteed we could order food from pub grill that evening, had a conformation email from Joanne moss to confirm this .
At around 4pm on boxing day had a phone call from manager Reece to say we could not have the table we booked for 730 as no room as there was an event on, i explained we were at the event and that id had a conformation email to confirm this from Joanne Moss, i said to him do you not communicate with each other as Joanne had assured me it was booked, he said he would ring me back in few mins .he rang back said his mistake we could come down 730, i asked him if we could still order food, he said yes if its just like burgers and stuff will be ok .
we all went down at 730 got menus went over to order and were told not taking any orders for food, well you can imagine me and everyone fuming,
all these things made it very stressful for everyone and it was supposed to be a relaxing magical Christmas and was nothing like it the atmosphere in hotel was very stale considering it was Christmas .
This was our first Christmas stay out with family, the village Hotel has not given us any impression from the very poor service we got for trying this again.

Very disappointed family

Miss Pamela

Mobile numb [protected]

Hi, I paid £420 for myself and 11 work colleagues from the RNOH in Stanmore to attend an event on 16th December at the Watford Village Hotel. Shortly after paying, the Omicron variant started spreading and as we are a hospital, we were advised by our Executive Directors not to attend any gatherings, so I emailed Customer Shyia Riggon and Adam Baker for a refund. Unfortunately, they have informed us that we cannot have refunds and to book another event at another time.
We do not wish to book an alternative event, we would like our refunds please.
The RNOH does lots of business with the Village Hotel and this does not look favourably for future bookings.
Please could you provide a refund of £420.

Good Morning Mark,

I raised a complaint last weekend when my wife Nicola Brown slipped and fell over on Saturday the 13th of November, I was told that this has been escalated and will be dealt with asap subsequently we have not had any response!

After the fall, Nicola meet me outside at around 18.45 by 19.15 we were back in our room as the pain in Nicola's left side was hurting where we stayed for the rest of the night, I raised this at reception with Matt who was aware of the situation as another lady had also slipped and reported it to the front desk and to the janitor who confirmed to Matt that even with the wet floor NO WARNING SIGN WAS ON DISPLAY. Matt agreed to me that this was correct and apologised for any inconvenience that this may have caused, the whole weekend was ruined by this event and I am even more frustrated that clearly Village Hotels are not concerned by this event, that my wife was in pain for 4 days as a result of your negligence, Nicola does not go out very often and the weekend was something that we were looking forward to, Christmas shopping and spending some quality time together.

I expect an urgent response as to why I am chasing you and more importantly what you / the Village Hotels intend to do about this.

Kind regards
Wayne

The Village hotel voucher was meant to be used to celebrate my anniversary with my partner and to stay at the hotel on the 21st January 2021 which has now passed. I have no use for this voucher and they will not cancel the voucher and refund me. I will not be using the voucher at any point in the future. I have lost £99 because of this.

So we have just arrived home from your hotel at Hull. Before we arrived my wife called to clear a few things from the 2 day offer we had just purchased fri 29th -31st august £110
One of the things discussed was that I was suffering from Coeliacs disease and my wife enquired about your menu. You confirmed that there will be plenty of choice and steak was mentioned which is always good for me, she said we can discuss with staff when you order.
Having arrived at our table we noticed steak was on the menu. Discussing with the staff however he advised we have no steak. The only option was a herb chicken and loaded fries other than salad which for a hotel like yours was very disappointing. Also your menu has no indication of gluten containing foods which by todays standard was also disappointing.
When my food arrived again I was very, very disappointed. £18 for a very small piece of dried chicken with wet rocket on top, couldnt taste any spinach and there was no spring onion included. This for £18 is not a meal! My loaded fries was suppose to come with spicy cheese, they didn't. When I queried they said the cheese had gluten in which im very surprised about. However I was not informed as I would of gone for something different from the sides menu. Also I didn't eat the fries as, I can only describe them as nasty and greasy.
My wife ordered a plain chicken wrap which then arrived on gluten free bread, which wasn't ordered as she isn't a coeliac so we had to wait whilst that was changed. After all this disappointment however I didn't complain because your staff were excellent and very curtious and helpful... 10 out of 10.
Breakfast was also disappointing. The first morning we had to wait to be seated for 30 mins. On arriving at the food station I was very disappointed there was no fried eggs only scrambled which I tried but tasted of nothing and was luke warm. So I had my own gluten free bread and 2 pieces of bacon. The next day however I was impressed when you manger came to me with some gluten free sausage which was great management unfortunately they were inedible... I couldn't even guess what they were made from.

Having dined many times at our local village hotel in Cheadle Hulme I was so disappointed. I appreciate with covid things are very difficult but I was so surprised at the overall poor quality of the little food you offered. I was expecting a nice restaurant not just bar food. It was extremely expensive and very poor quality however my wife said her wrap was ok just vey small and £6 didn't eat the fries.

My wife and I both have used Village hotels all over the u. k for business I trust this to be just a one off. Having said that im not sure what the future may hold. I hope this complaint gives you an insight in to our weekend which over all has to be said was disappointing.

I await your kind response

wayne Dearnaley

This is our bathroom mirror we complained and was told it would be deep cleaned. It wasn't. The manager was going to give us a call he didn't. I've made plenty of calls and mails to no avail. We stayed in Bournemouth on26/7 just after lockdownI was lifted. So we would expect extra cleanliness in order to avoid contamination We were advised that why we were out the room would be deep cleaned It wasn't there was dust and dirt everywhere the floor we were on was filthy there was a bucket collecting water from a leak on the roof it was never hoovered in the time and that we were there to the time we were left I am really disturbed at the fact that I've made this complaint to the actual hotel manager to village hotels complaints department and nothing has been even resolved or anybody contacted me about this I'm about to put a very rude review on TripAdvisorI shall not be going to Bournemouth Village Hotel ever it was disgustingly dirty not a place I would want to stay ever again please could you contact me at your earliest convenience on [protected]
Regards Cheryl Lang

I have made bookings with village hotel & believe that they have taken my money under false pretence has. the bookings are not what was advertised I am very happy with the way you cannot complain direct with anyone at village or even get a cancellation or refund on what you have booked I book with you quite often & I feel that I will no longer be booking with you again

When making a polite observation to the desk staff regarding the cleanliness of the changing rooms they called for the deputy manager. He adopted a defensive and immature attitude recounting inadequacies in the staff rota and making no apology for the changing facilities. His tone escalated when I suggested that the rota was not entirely my concern and that I was mostly concerned with his accepting my complaint and endeavouring to improve the situation. I explained that I had recently taken out a membership and would like to be assured that I may return to a clean changing room on future visits. He maintained a shockingly unprofessional attitude and told me to not tell him how to do his job. I would like to cancel my membership directly due to these events. I do not wish to give thirty days notice. I would like my membership to end now. I am appalled by the treatment that a deputy manager is allowed to inflict on members. Regardless of whether this man's customer care training was up to date he simply lacked common decency and kindness. This begs the question of who is employing the staff at Villages Liverpool and what is their accountability in these matters.

We booked our Christmas lunch at the Village Hotel Ashton some months ago for our 6 members of staff. A couple of months ago a member of staff left the company, we contacted the hotel to let them know we would be one person less to which they offered no issue other than we will see you on the date of your booking. Now we have been asked to pay our final bill and been informed that we will not get our £10 deposit back on the person that will not be attending nor can we put this towards the final invoice. The fact that this was not mentioned when we called to cancel one of the seats is unacceptable and poor customer relations. I have been offered no explanation other than it is in the brochure; surely we should have been explained these circumstances at the point of cancellation? Should we have received confirmation of cancellation details upon receipt of our booking?