Royal Oak Hotel

As family business and independent Hotel operator for over 30 years, we are of course sorry that we do not seem to have met this guest's expectations of us during your recent visit. Customer satisfaction has been the key to our success over decades of trading and is at centre of all that we do here at the Royal Oak. I have personally investigated this matter speaking to Brian, Food and Beverage Manager, as well as Leila, Senior Receptionist, concerning his stay. We offered alternative superior accommodation that would normally cost £120 per night albeit non-smoking at no extra charge being worth £55.00 per night as we do not let these rooms on a single rate unless a guest is prepared to pay the normal double occupancy rate. My staff were right to advise of the non-smoking policy in these rooms in order to avoid complaints from future guests wanting no smoking rooms as is the increasing trend. Single rooms are priced at £65.00 per night whereas double rooms start from £80 per night, both bed and breakfast; we consider the price difference adequately takes account of the size difference. So far as the charge levied, this took in to account that the bathroom required a full service to include replenishment of toiletries, towels and change of linen as well as hoovering – everything we would normally do had someone stayed. Accordingly, the proposed charge was more than reasonable given that full and proper compensation as well as complimentary upgrade worth £55.00 per night was offered but declined. We would add that the guest was so keen to post their report that it was on display at this sight BEFORE we have even received it, never mind investigate or reply to it. We welcome all constructive feedback as well as consumer choice and opinion. However, it is disappointing when you go out of your way and even offer well over the odds compensation that it seems to count for very little - you decide.