The Haven Hotel

Response to Mr Evans complaint Heating in the bedroom - I am sorry you found the room cold on arrival, all our rooms have individual thermostatic controls as required by the AA. This allows guests to set their most comfortable temperature, the hotel does have a supply of fan heaters which are available on request which can supply instant heat until the radiators have reached the required temperature. The free champagne - The provision of the laminated cards were created following customer feedback. Guests who have stayed on a two day break sometimes require the champagne on arrival but the majority prefer to have it prior to dinner on the first night, with breakfast the next day or during the afternoon of the second day, by giving the customer the option we meet the individual needs rather than supplying it at a time that is convenient to ourselves. Please note, if guests have not requested the champagne by 16.00hrs on the second day the restaurant supervisor will call the guest in the room to ascertain when the champagne is required. Breakfast - The provision of toasters were solely introduced following guest feedback, some guests require their toast hot with their main course, where others require it after they have finished their main breakfast. I will certainly monitor the waiting staff as they should offer to make toast for all guests if requested. Bedrooms - I can appreciate your comments regarding the suspended ceiling and as part of our refurbishment programme these are being up dated in those particular bedrooms. Additionally, I apologise if the room was dusty and there is no excuse for this, however I am surprised you did not advise our Reception team who would have organised your room to be cleaned again immediately and also advised the Duty Manager of your complaint. The health club - We are required to have many of the signs for health and safety reasons. The newspaper sign in the sauna was placed in there after a guest left one of the many supplements from the weekend papers next to the sauna heater resulting in a fire. Guest lockers are coin operated and as with the majority of lockers of this type the coin is returned after use, none of our lockers are of a paying kind. The restaurants - La Roche restaurant does occupy the lower section of the extension (built just over six years ago) and as such the guests may use upper part of this interior route to the leisure club, however guests leaving the club have showered prior to walking through the hotel and are normally very well attired. With regard to chlorine and food smells, the leisure club entrance is approximately eighty meters from the kitchens and as such the mixed smells you mentioned do not occur. Guests booked on a dinner, bed and breakfast basis dine at the newly refurbished 'Seaview Restaurant', however for a small supplement guests can dine at our a la carte, two red Rosette restaurant 'La Roche'. If you require any further information please do not hesitate in contacting me directly at The Haven. Andrew Woodland General Manager

Constructive criticism will always be accepted and we are deeply concerned that the author of this review was not satisfied at The Haven. We would like to make note that La Roche is an extremely popular destination-dining restaurant and we advise our guests to book early to avoid disappointment. However we do have two additional restaurants for our guests to enjoy if the said restaurant is fully booked. Please note - it is our policy that if the client books on a 'dinner, bed and breakfast' we automatically reserve a table for the guest(s) in the Seaview Restaurant at a time to suit them. Additionally, I would like to add that the rate quoted is incorrect. The price for a double, sea-facing bedroom last weekend was £140 per person not £280 per person. We endeavour to meet all our guest(s) requirements and expectations - if any guest is unhappy with the service we are providing myself or my managers are only happy to assist them.