Nice hotel good breakfast

Mr Blake (Holiday Inn Express)

Everything was well managed in terms of our airport hotel. The information got us there, the hotel was good and we even had time for breakfast, noting the hotel allowed a grab and go breakfast. However on the return, we realised we had given the wrong date for collecting our car. We were returning a day earlier. We tried to call, as per the booking information, but the telephone numbers were either unavailable or unanswered. We tried the online chat, but despite it being within the published opening hours, the service was unavailable and it said it was closed. I finally managed to contact someone on the on line chat, but they also were unable to contact the parking site by phone and they were unable to inform them by email or amend the booking.

Ms Rodgers (Holiday Inn Express)

Everything OK

Mr Knight (Holiday Inn Express)

Dear Mathew, we were very pleased with your hotel, the rooms & the staff were very obliging on our arrival & assured us a very early breakfast would not be a problem; & it wasn’t, so in all fairness 10 /10 is mine & my friends score as I took the risk of booking it & everyone was happy. The reason I’ve scored 5 is to get your attention, as you may like to take up our complaint with your purple parking partners as indeed, being a businessman for many years I take very seriously being let down by the chain because it can tip the scales of further business. Briefly; My friend kindly provided his car for the four of us on this trip to Switzerland. Having used purple parking before, we were confident the system works very well, which it did on the outward drop off & transfer to Gatwick: no problem. Our return flight 26th feb was 9.35pm Basle arriving Gatwick, then purple parking around 11.15. The following complaint by my friend Michael Mumford who’s car we were in was so disappointed he emailed them personally as follows. Hi, I would like to complain about the service received on Saturday 26th February when we collected our car at Gatwick and request a refund of the cost incurred. We arrived at Purple Parking around 11.15pm after a very early start that day getting up at 4am. All of the customers arriving at the same time as us collected their keys immediately. We were told to wait in reception as they were just getting the car ready. The man suggested it could take 5 minutes but didn't explain why this was the case. After around 15 minutes there was no update or apology. I asked why there was a delay and the man confirmed that an error had been made and that there were around 20 cars parked behind mine which all needed moving. We then waited at least another 10 minutes, again no apology or update. The driver finally brought the car to the front and just handed me the keys with no apology from anyone, even from the office staff who confirmed my car was ready. We must have been there at least 30 minutes which was unacceptable, especially as we had miles to drive home. For something which should have been very simple it left us feeling very frustrated and disappointed with the service. I look forward to hearing from you. Dave Savage here again Mathew: I also felt bad & especially for him as we had been up since 4am that morning & im not on his insurance, plus we had 2 family members; 17 & 21 & frankly up against tiredness etc which is not good. He & we were very patient & kept our cool throughout without any poor comments or impatience, & we would have accepted that along with a sincere apology & safe journey Sir !! Any comment would be appreciated Mathew as I thought you should know. Best regards, Dave Savage-Mady (0791947863)

Mr Savage-Mady (Holiday Inn Express)