968maggieh
Google
Our family of ten had booked three holiday homes so we could come together to celebrate a special birthday and spend some quality time together.|I travelled by 1st class train with my elderly parents and my five year old grandson as an extra special treat. |My daughter rang ahead as we were all travelling and asked what time our accommodation would be available. The man who answered the phone informed her it was 2.00pm. we arrived in Edinburgh at 12 , had a little walk in the gardens and went for some lunch. Around 2.15 we called a taxi to bring us to Mortonhall, unfortunately my dad hit his head when getting in the taxi ( he had recently had a tumor removed and his head was bandaged, but this caused a bleed) we arrived at the site shocked but thankful we could get him settled and have time to rest from the shock. I was then informed by the girl on reception that our accommodation was not available until 4.00pm , it was now 2.35pm . I explained what the man had said to my daughter less than 1.5 hours previously and asked the two men on reception which one had taken the call. ... low and behold i was met with silence! I asked the girl for a solution, my dad was sat on a wooden wall outside , injured and was not feeling too well, she said she would go and check. As she walked away one of the men said " dont bother asking they wont make it any earlier" she went into the managers office and after few minutes came back and said " No".|No solution , no help in finding my dad somewhere comfortable to sit, no first aid ....NOTHING. What do we do now i asked , shrugged shoulders and a sea of blank expressions was my reply!| So i took my dad and elderly mum to sit on picnic bench near the play area so my grandson had something to do whilst we waited. No one cared if we were ok and no one offered to help , they had had our money it seems their job was done! the manager never came out of his office at any time to assist or help in any way.||The rest of our family arrived around 4.10 and eventually we checked in and went to our holiday home which was quite a distance up hill from the reception area. Again no offer to help either my injured dad or elderly mum. Relatives had to drop off and come back in their car to pick us up!||We had three holiday homes and had asked at booking if they could be together , that was not a problem they said ....... but arriving at our accommodation it seems that was a problem as only two were next to eachother and the other wasnt. ||So our special holiday was blighted as we were not together as promised, again they had had our money so didnt care. Holiday homes next to us where empty and noone came until the next day , so would it have been that difficult to swap keys??? ||None of our holiday homes had working wifi , maintenance staff attended to fix it in one holiday home, the other ones couldnt be bothered even reporting we had seen the customer service first hand so thought whats the point?||We often have family trips away and we have never experienced such poor customer care. We didnt expect my dad to get injured on the way there , we didnt expect the staff member who answered the phone to not give us the correct information, we didnt expect after looking at the reviews the poor customer care we experienced.||It was crystal clear , they had had our money so their job was done - who wants to be bothered with an 84 year old with a head injury anyway ..... not staff at Mortonhall thats for sure!||So if you go there , keep well , be fit and able to walk and dont arrive early even if they say its ok but if the you do dont worry there are lots of picnic benches to sit at whilst you bleed!
