Good morning Paul,

I am reverting to your complaint about your recent stay at the Killarney Oaks Hotel.

Let us take your comments in order:

Payment on arrival, far from being the exception to the rule, is in fact quite common in the hotel industry today.

There is a breakfast card in the room and all orders are to be submitted the night before. You obviously did not do this and as a result your order could not be taken with a full house on the 1st January.

What is really surprising is the fact that you arrived at 4pm. You pronounce dissatisfaction with the room – you had plenty of time before you went out to advise reception and request a room change or bring the items to our attention. At no time were we made aware of your dissatisfaction nor were we given an opportunity to view these items ourselves and deal with them directly. You did not advise reception, you did not make contact with the management. In fact, no one was advised about possible problems. Not even on checking out did you make any comments about your stay – I would have thought a professional such as yourself would have deemed this the minimum required if you were going to look for a total refund.

We did receive your email on 4th January and you will notice that I did in fact acknowledge your email on 5th January so it is quite incorrect to tell anyone that we did not respond. Your demand for €150 was under consideration but as we could not find any grounds for refunding so we chose not to respond further.

Richard Halpin
General Manager