Chapter 101 - Much Less Than Perfect Service
Two weekends ago we attended the wedding of her niece. I let her make the arrangements for suitable disabled accommodation. Loxley, the wedding reception venue, (www.loxleyonbellbirdhill.com.au) assured her that their place was disability friendly and that they would organise accommodation for us at the Hawkesbury Race Club Motel (http://www.hawkesburyraceclubmotel.com.au/index.html). We had to pay in advance of course. We booked two nights, Friday & Saturday, at the motel to ensure that she felt well enough to attend the wedding. And we thought we may as well spoil ourselves a little for $355. Loxley's acknowledgement letter to our booking stated "Gourmet Continental Breakfast at the Motel & Transfers to & from Loxley are included in your room tariff". Check-in time was 2pm; we arrived shortly after. It wasn't easy to find the motel, not well sign-posted, hidden behind a racecourse complex. Cheery reception staff; we joked about having to travel along a dirt road to get there. This was not really the fault of my GPS this time, truly! I was told "cooked breakfast on Sunday morning"; not exactly what we booked. When I asked about the restaurant I was told there wasn't one - "we have only been open a year. We can book you a table at Hog's Breath". Not exactly what she required after 2 hours of travel plus a short visit to our elderly ex-neighbour now in a nursing home. Anyway, disabled parking was in slot 2 beneath the building, a lift to the first floor to Room 4, their room with disability features. Quite a large room, good furniture but a double bed - why not singles? The spacious bathroom had grab rails in appropriate positions except that at the loo positioned on her wrong side and not placed well for lifting herself. The loo was positioned far enough from the facing wall that she feared falling forwards. A well stocked mini-bar that we avoided.
She rang Loxley to tell them that the motel knew nothing about continental breakfasts. She was assured the matter would be corrected. Shortly afterwards motel staff arrived with a chromed "basket" containing nothing that I considered "gourmet". Six slices of bread wrapped in plastic, lots of those little plastic tubs of jam & margarine, only one small bowl of apricot halves, no fruit juice, lots of those small packets of cereal, none of which she can swallow . I suppose the expensive mini-bar was intended as the source of fruit juice. Early evening hunger pangs sent me looking for food. The "Hog's Breath" & associated local pub were generating considerable din as were the rowdy crowd. Not a pleasant place for a person with disability. At the service station next door I bought 3 frozen dinners for $23. Although she protested, I encouraged her to eat one frozen dinner, I had the other two after heating them in the microwave in our room. Voices & racket from other guests carried through the walls, I drowned them from our room's TV set.
Saturday morning we breakfasted on the typical edge-of-town motel continental breakfast. She was feeling bad, sat in her dressing gown until midday when I showered, dried & dressed her, a "Do Not Disturb" on the door handle kept cleaning staff away. Although I removed the sign when we left, I forgot to replace it with a "Make Up Our Room" sign (if one existed) so our room was not made up on our return after the reception. During dressing she doubted she should attend the wedding; teary. Feet were swollen, stockings tight, so they were left off.
At the church we sat in the rear corner. She did not mingle. After the service relatives spoke to her where she was seated, then to the truck & back to the motel where our "transfer" was to take us to the reception at 4:30pm. We walked, she stooped, the few yards to the motel office, She saw the "transfer", a small 10 seater bus, decided she faced difficulties getting in & out of the narrow doorway and its steps (she avoids our village bus for the same reason). When I told the motel manager (?) that I intended to drive to the reception in case I needed to bring her back early he said that was a good idea since waiting time for a cab was at least an hour for a $50 fee. A cab had been booked for 11pm to return us since we were the only guests of the wedding staying at the motel. When I attempted to return for something in our motel room I found that our room key cards had failed (probably 24 hours after our arrival the day before, probably we were the first to stay longer than one night) so the motel manager had to re-enable them for me. Better then than late at night on our return.
At Loxley we had to leave our vehicle on the lowest level car park, some 20 or so metres elevation down the hill. Fortunately our son arrived as we did, so he on one side & I on the other, we hauled her up the bitumen driveway to the pre-dinner drinks level. A little later she had to pull herself, using both hands on the banister, up a narrow stair case to the dining room. There was insufficient space for me to be at her side. She was seated well at the end of the centre table so she didn't feel congested. I checked the disabled toilet with its token grab rail on the wall. She did not rise to be part of family photos out on the verandah. I asked the MC to check that the cab booked for us had been cancelled, perhaps he did, for I had discovered that the reception was to end at 9:30pm, not 11pm as mentioned by the motel. I was pleased I had driven rather than waiting at least an hour in the dark at Loxely for a cab.
As the reception was drawing to its conclusion, I walked down to the truck after having found a parking spot near the front door. Even so, she had to go down & then up some stone steps to get up to the level of the truck. Also there was a step at the front door. Loxley was not designed for the disabled. Drunks would also have difficulties.
Back at the motel there was no sign of another continental breakfast. Not in the morning either. Although the majority of the previous day's breakfast remained, neither of us touched any of it. I rushed her to get out of the place as soon as possible. When I handed in the key cards, the motel manager queried "You didn't come down for a hot breakfast at 7am?" I bluntly told him that was not part of the deal.
Spending the rest of Sunday with grand children eased our displeasure a little. When we arrived home late that night we found a message on the answering machine from the motel manager. He woke us at 8am on Monday by again talking to the answering machine. I returned his calls at 9am to learn that he wished to sort out discrepancies. $20 worth, for, I think, a breakfast. I told him I wanted a refund for unused transport. He said that since I had "refused his offer" of transport I wasn't entitled to a refund. So I told him that if we had we would have waited an hour & a half in the dark for a cab. He said he had mistakenly confused the date, 11th August, for 11pm on his paperwork from Loxley. I called him a "Fool" in a loud voice. Have you ever noticed that obnoxious persons react more strongly to socially acceptable words such as "fool" than vulgar sexually explicit words? Anyway, by this time I had lost it, so I think I hung up first. Then I composed a long email to Loxley, and now after a week they have not seen fit to respond, in words by phone, email or as a Visa credit. I just checked the latter.
The following is what I consider the very polite email I sent last Monday. I don't expect a refund now. Names have been removed to protect the innocent. Don't read unless you have to; it's just a Readers Digest version of the above.
"Loxley Manager,
You arranged accommodation at the Hawkesbury Race Club Motel for myself & [my wife] for Friday & Saturday nights 10th & 11th August. The night of Saturday 11th we were to attend the [family name] wedding reception at Loxley. I understand [my wife] had several telephone conversations with your staff to ensure that the motel room was suitable for a disabled person. [My wife] has Parkinsons Disease. Also we were to be provided with continental breakfasts delivered to the room on both Saturday & Sunday mornings. We understood that transport was booked for 4:30pm on Saturday afternoon to take us to the reception at Loxley and another to return us to the motel after the reception. [My wife] was told there was no need to verify the arrangements with the motel because Loxley made all the arrangements. We understood the motel cost $155 per night plus $45 transport to & from the reception.
When we arrived at the motel on Friday afternoon we found the room quite satisfactory but were surprised to learn that it lacked a restaurant. I was told that although the motel had been open for a year, the need for a restaurant was yet to be decided. The motel staff offered to book a table at the nearby "Hog's Breath" for us. I declined because [my wife] was not in a condition to eat out. When I queried our breakfast arrangements I was told we were to be given a continental breakfast only on Sunday morning. [My wife] then rang Loxley & was told that the matter would be sorted for us to be given continental breakfasts on both Saturday & Sunday. Late Friday afternoon a breakfast "basket" was delivered to our room for Saturday morning. I went to the local Shell outlet to buy some take-away dinners which were heated in the motel room microwave oven.
On Saturday [my wife] was not really in a condition to leave the motel room, let alone attend a wedding. She needed assistance to shower and dress, and I only mention this to indicate how unpredictable are the symptoms of PD. After the wedding we returned to the motel only to discover that our room security keys required resetting because they failed to open the doors. At 4:20pm we went to the motel office to wait for transport. The motel staff advised me that since there were only the 2 of us requiring transport a cab was booked for 11pm to bring us back from the reception. Because [my wife's] balance was very poor at the time we had to keep walking around the path outside reception. When she saw the bus she doubted that she could get into it. So I told the motel staff that due to [my wife's] condition I had decided to drive to the reception. And doing so would allow me to bring her back to the motel early if she was unable to last the whole evening. I was told that to do so was wise because a cab fare was $50 with up to an hour waiting time.
On arrival at the reception I asked the MC to check that the cab that was booked for 11pm was cancelled. We enjoyed our time at the reception, the food was excellent & we left as soon as the reception ended at 9:30pm.
We left the motel on Sunday morning while [my wife] was able to do so, shortly before 9am. When I returned the security keys to reception the comment "You didn't come down for breakfast" was made. I replied that "We were supposed to have a continental breakfast, and we intend to claim back the cost of transportation".
On arrival home last night we had a message on our answering machine from the motel wishing to settle "discrepancies". There was another message at 8am this morning as we were waking. I returned the call at 9am. I was told that $20 would be refunded from the motel, but since I "refused" the offer of transport there would be no refund on that. It seems the cab (fortunately cancelled) had been booked for 11pm instead of 10pm because of confusion in misreading the date, 11th, as the required time. A nice view from Loxley, but not if we had waited an hour & a half in the dark for a cab. Anyway, I said that since all arrangements were made with Loxley, our account was paid in full with Loxley, that the motel was a sub-contractor to Loxley, that I intended to deal about this whole matter only with Loxley.
Loxley described a "gourmet continental breakfast" in the letter acknowledging our booking. I think that is stretching reality to describe it as such, 2 slices each of white, rye & wholemeal bread wrapped in plastic, some half dozen small cartons of standard breakfast cereal, one (and only one) small bowl of apricot halves, some dozen or so assorted jams, butter, margarine etc. I expected perhaps the odd croissant, a piece of cheese rather than standard Okka fare to be found in any cheap motel. There were no additional tea or coffee bags to replace the ones that we used the evening before.
Yes, I did "refuse" the "offer" of transport but I don't see why I am not due for a refund since the motel was put to no inconvenience because the bus was parked at the side of the reception building, and its engine was not even started and we did not get aboard the thing. Loxley assured us that two continental breakfast were included in the package.
Please credit my Visa card with a refund for un-used transport and one continental breakfast."
A shame neither of us will have the need to return to either Loxley or the motel so that I can refuse their hospitality.
She rang Loxley to tell them that the motel knew nothing about continental breakfasts. She was assured the matter would be corrected. Shortly afterwards motel staff arrived with a chromed "basket" containing nothing that I considered "gourmet". Six slices of bread wrapped in plastic, lots of those little plastic tubs of jam & margarine, only one small bowl of apricot halves, no fruit juice, lots of those small packets of cereal, none of which she can swallow . I suppose the expensive mini-bar was intended as the source of fruit juice. Early evening hunger pangs sent me looking for food. The "Hog's Breath" & associated local pub were generating considerable din as were the rowdy crowd. Not a pleasant place for a person with disability. At the service station next door I bought 3 frozen dinners for $23. Although she protested, I encouraged her to eat one frozen dinner, I had the other two after heating them in the microwave in our room. Voices & racket from other guests carried through the walls, I drowned them from our room's TV set.
Saturday morning we breakfasted on the typical edge-of-town motel continental breakfast. She was feeling bad, sat in her dressing gown until midday when I showered, dried & dressed her, a "Do Not Disturb" on the door handle kept cleaning staff away. Although I removed the sign when we left, I forgot to replace it with a "Make Up Our Room" sign (if one existed) so our room was not made up on our return after the reception. During dressing she doubted she should attend the wedding; teary. Feet were swollen, stockings tight, so they were left off.
At the church we sat in the rear corner. She did not mingle. After the service relatives spoke to her where she was seated, then to the truck & back to the motel where our "transfer" was to take us to the reception at 4:30pm. We walked, she stooped, the few yards to the motel office, She saw the "transfer", a small 10 seater bus, decided she faced difficulties getting in & out of the narrow doorway and its steps (she avoids our village bus for the same reason). When I told the motel manager (?) that I intended to drive to the reception in case I needed to bring her back early he said that was a good idea since waiting time for a cab was at least an hour for a $50 fee. A cab had been booked for 11pm to return us since we were the only guests of the wedding staying at the motel. When I attempted to return for something in our motel room I found that our room key cards had failed (probably 24 hours after our arrival the day before, probably we were the first to stay longer than one night) so the motel manager had to re-enable them for me. Better then than late at night on our return.
At Loxley we had to leave our vehicle on the lowest level car park, some 20 or so metres elevation down the hill. Fortunately our son arrived as we did, so he on one side & I on the other, we hauled her up the bitumen driveway to the pre-dinner drinks level. A little later she had to pull herself, using both hands on the banister, up a narrow stair case to the dining room. There was insufficient space for me to be at her side. She was seated well at the end of the centre table so she didn't feel congested. I checked the disabled toilet with its token grab rail on the wall. She did not rise to be part of family photos out on the verandah. I asked the MC to check that the cab booked for us had been cancelled, perhaps he did, for I had discovered that the reception was to end at 9:30pm, not 11pm as mentioned by the motel. I was pleased I had driven rather than waiting at least an hour in the dark at Loxely for a cab.
As the reception was drawing to its conclusion, I walked down to the truck after having found a parking spot near the front door. Even so, she had to go down & then up some stone steps to get up to the level of the truck. Also there was a step at the front door. Loxley was not designed for the disabled. Drunks would also have difficulties.
Back at the motel there was no sign of another continental breakfast. Not in the morning either. Although the majority of the previous day's breakfast remained, neither of us touched any of it. I rushed her to get out of the place as soon as possible. When I handed in the key cards, the motel manager queried "You didn't come down for a hot breakfast at 7am?" I bluntly told him that was not part of the deal.
Spending the rest of Sunday with grand children eased our displeasure a little. When we arrived home late that night we found a message on the answering machine from the motel manager. He woke us at 8am on Monday by again talking to the answering machine. I returned his calls at 9am to learn that he wished to sort out discrepancies. $20 worth, for, I think, a breakfast. I told him I wanted a refund for unused transport. He said that since I had "refused his offer" of transport I wasn't entitled to a refund. So I told him that if we had we would have waited an hour & a half in the dark for a cab. He said he had mistakenly confused the date, 11th August, for 11pm on his paperwork from Loxley. I called him a "Fool" in a loud voice. Have you ever noticed that obnoxious persons react more strongly to socially acceptable words such as "fool" than vulgar sexually explicit words? Anyway, by this time I had lost it, so I think I hung up first. Then I composed a long email to Loxley, and now after a week they have not seen fit to respond, in words by phone, email or as a Visa credit. I just checked the latter.
The following is what I consider the very polite email I sent last Monday. I don't expect a refund now. Names have been removed to protect the innocent. Don't read unless you have to; it's just a Readers Digest version of the above.
"Loxley Manager,
You arranged accommodation at the Hawkesbury Race Club Motel for myself & [my wife] for Friday & Saturday nights 10th & 11th August. The night of Saturday 11th we were to attend the [family name] wedding reception at Loxley. I understand [my wife] had several telephone conversations with your staff to ensure that the motel room was suitable for a disabled person. [My wife] has Parkinsons Disease. Also we were to be provided with continental breakfasts delivered to the room on both Saturday & Sunday mornings. We understood that transport was booked for 4:30pm on Saturday afternoon to take us to the reception at Loxley and another to return us to the motel after the reception. [My wife] was told there was no need to verify the arrangements with the motel because Loxley made all the arrangements. We understood the motel cost $155 per night plus $45 transport to & from the reception.
When we arrived at the motel on Friday afternoon we found the room quite satisfactory but were surprised to learn that it lacked a restaurant. I was told that although the motel had been open for a year, the need for a restaurant was yet to be decided. The motel staff offered to book a table at the nearby "Hog's Breath" for us. I declined because [my wife] was not in a condition to eat out. When I queried our breakfast arrangements I was told we were to be given a continental breakfast only on Sunday morning. [My wife] then rang Loxley & was told that the matter would be sorted for us to be given continental breakfasts on both Saturday & Sunday. Late Friday afternoon a breakfast "basket" was delivered to our room for Saturday morning. I went to the local Shell outlet to buy some take-away dinners which were heated in the motel room microwave oven.
On Saturday [my wife] was not really in a condition to leave the motel room, let alone attend a wedding. She needed assistance to shower and dress, and I only mention this to indicate how unpredictable are the symptoms of PD. After the wedding we returned to the motel only to discover that our room security keys required resetting because they failed to open the doors. At 4:20pm we went to the motel office to wait for transport. The motel staff advised me that since there were only the 2 of us requiring transport a cab was booked for 11pm to bring us back from the reception. Because [my wife's] balance was very poor at the time we had to keep walking around the path outside reception. When she saw the bus she doubted that she could get into it. So I told the motel staff that due to [my wife's] condition I had decided to drive to the reception. And doing so would allow me to bring her back to the motel early if she was unable to last the whole evening. I was told that to do so was wise because a cab fare was $50 with up to an hour waiting time.
On arrival at the reception I asked the MC to check that the cab that was booked for 11pm was cancelled. We enjoyed our time at the reception, the food was excellent & we left as soon as the reception ended at 9:30pm.
We left the motel on Sunday morning while [my wife] was able to do so, shortly before 9am. When I returned the security keys to reception the comment "You didn't come down for breakfast" was made. I replied that "We were supposed to have a continental breakfast, and we intend to claim back the cost of transportation".
On arrival home last night we had a message on our answering machine from the motel wishing to settle "discrepancies". There was another message at 8am this morning as we were waking. I returned the call at 9am. I was told that $20 would be refunded from the motel, but since I "refused" the offer of transport there would be no refund on that. It seems the cab (fortunately cancelled) had been booked for 11pm instead of 10pm because of confusion in misreading the date, 11th, as the required time. A nice view from Loxley, but not if we had waited an hour & a half in the dark for a cab. Anyway, I said that since all arrangements were made with Loxley, our account was paid in full with Loxley, that the motel was a sub-contractor to Loxley, that I intended to deal about this whole matter only with Loxley.
Loxley described a "gourmet continental breakfast" in the letter acknowledging our booking. I think that is stretching reality to describe it as such, 2 slices each of white, rye & wholemeal bread wrapped in plastic, some half dozen small cartons of standard breakfast cereal, one (and only one) small bowl of apricot halves, some dozen or so assorted jams, butter, margarine etc. I expected perhaps the odd croissant, a piece of cheese rather than standard Okka fare to be found in any cheap motel. There were no additional tea or coffee bags to replace the ones that we used the evening before.
Yes, I did "refuse" the "offer" of transport but I don't see why I am not due for a refund since the motel was put to no inconvenience because the bus was parked at the side of the reception building, and its engine was not even started and we did not get aboard the thing. Loxley assured us that two continental breakfast were included in the package.
Please credit my Visa card with a refund for un-used transport and one continental breakfast."
A shame neither of us will have the need to return to either Loxley or the motel so that I can refuse their hospitality.
posted by Kilpike | 9:44 am
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