We had the misfortune to go to this poor quality hotel over the New Year. We paid £840.00 for a 4 night break for two, and we travelled there with Bowens, a coach company.
There was an unpleasant odour as we walked into the reception, and along with most of the hotel, our twin room was indeed ‘shabby’ with mould, holes in nets, stained makeshift headboard, cracked glass, no bathroom radiator etc, but the worst thing was the toothbrush mug that really was disgusting, residue covering it from other persons toothpaste, vile!! In fairness we were offered other rooms, a double, and a larger room with no shower. The room we did settle for eventually was in the basement area, a twin with a fully workable shower, albeit still a poor quality room, we just thought we would put up with it for a few days. Until we went to bed that is, and found the base of one bed had been previously broken. A piece of wood had been used to hold the mattress in place, but had collapsed into the base, along with the mattress.
The bed base was changed after the hotel proprietor came back from home to deal with it. Next morning we were offered compensation of £100.00 by the hotel proprietor which we politely refused, we had not booked directly with the hotel and thought we should deal with the problems on our return home. Bowens’ response to this was that we should not have chosen the room that was offered to us!!
After this refusal the mood changed, and we were then accused of shouting at the staff, which was untrue. The same evening, we were getting into bed and had a knock on the door from the proprietor and we believe her husband behind her, wanting to come into the room because they had a ‘smoke alarm alert’. There was no audible sound of a smoke alarm, and we doubt that this hotel has equipment sophisticated enough to detect or produce a ‘silent alert’. We got dressed and went to the reception, but no one was there, management had gone home, and staff were behind the bar. We felt then there was a situation developing where we were being intimidated and ‘set up’. The next day, New Years Eve, we hired a car and made our way home, no way were we prepared to stay for the atmosphere to deteriorate.
Be wary if you do have a problem, they might try the silent smoke alert on you too!
Through their driver, Bowens were aware of everything that went on at the time, but all they have done since is try to discredit us, and argue the points we raised in our formal complaint. They have proven that their customers really do not come first.
We have had no recompense from Bowens, even though their representative (driver) witnessed our problems and agreed with us. They have continued to question the validity of our complaint, even though we provided photographic evidence.
We suspect that the ‘Excellent’ review on this hotel is likely to have been made by friends/ family of the hotel owners. There is nothing excellent about this hotel.
Read the review headed ‘Great value for money’ 31st October 2011,
It says…. ‘smoke alarms fitted and working well’- how on earth would a holidaymaker know that?
We would not under any circumstance go to the Bancourt hotel again or travel anywhere again with Bowens.
You should both be ashamed of your customer service.
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC