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The "Mercure Hotel" York and "GoSingles" need to up their game

My stay over the Festive period at the Fairfield Manor hotel in York from 24th December to the 28th December 2023 was the most unhappy Christmas I have ever experienced. The host was a gentleman called Gary who by all accounts had come over at late notice from Turkey.

Christmas Eve began with a meal around 19:30. All the guests had prefilled their choice of meal through the “GoSingles” organiser Beth Austin.

Our names were written on a piece of paper with our choices and put on the table at our designated seats. The meal was served but there was still confusion about who had ordered what, so it seemed pretty pointless to prefill the form in. Guests expected half a bottle of wine which their meal because it appeared on the “GoSingles” website. I overheard a member of staff speaking to Gary and the gist of the conversation was that the website was wrong, and wine will be charged to their room. There were clearly not enough staff on duty and a few guests were left waiting by the bar to be served with other drinks, but no one was available to serve them for some time. The meal was below what I would expect as it was so bland.

On Christmas Day the meal was terrible. It was tasteless, and I could have cooked Christmas dinner myself better than that, even though I am not a chef! I never saw the chef so have no idea if they had a qualified one. The so-called roast potatoes tasted like warmed up “Aunt Bessies.” I had to ask during the meal for cranberry sauce which I have subsequently been told by the Mercure management was on the table, but I had not spotted it! So why did the staff get some more cranberry sauce if it was already there? The gravy arrived when guests had eaten about half their meal. Gary the "GoSingles" host had made no effort to go to any table and ask if everyone was happy. A few people on my table complained that the wine was not supplied and also about the inferior quality of their meals. All we got from Gary was that:- “I can get your room changed, but I can do nothing about what comes out of the kitchen!” Whilst that may well be true, he could at least have said that he would pass it on to the management at the hotel. It was ignored, if indeed he even heard me as so many people were talking over each other at the time. I am afraid that his attitude was dismissive, and the impression I got was that we were lucky to have him at all as he was filling in, having come over from Turkey to help out. He could at least have made the effort, and I know that I could have done a better job as a host, yet he was paid to be the host at the hotel! Nice work if you can get it, He was a pleasant gentleman but that is not the point. As a host he did not appear to be interested in guests concerns.

On Christmas day in the evening, I decided that I had had enough and would go home. I handed my room card to reception and went to my car. However, the reception manager chased after me in the car park and said that I was not due to leave until the 27th December 2023. I explained my reasons and he was very apologetic. He invited me back into the hotel and we had a chat. He agreed that the host should have passed on any guests’ dissatisfaction to him.

The Manager took me back in to the hotel and brought me a drink, so it would not have been wise to drive back to the south coast. I left after breakfast on Boxing Day and another guest left on Christmas Day. I had paid twenty pounds for the trip to York on that day, but it is not about the money, it is about whether you are happy where you are staying.

Needless to say I received the standard response from "Mercure" saying that I was the only one to complain. Yes, that old chestnut again. Guests complained at the time of the meal, but rarely do guests go online to express their feelings as it is so time consuming, and people just want to put it all behind them. I understand the hotel is a franchise and having contacted the higher management on the website "CEO e-mail addresses" regarding my concerns. I received no response which is what I expected. They want the accolades, but not any feedback as to how they could improve.

Now I know why it was a "cut price" Christmas break. Untrained staff thrown in it at the deep end which led to poor service. I treated the waiters with respect as I knew it was not their fault for all the failings. Quite where the five-star reviews come from I have no idea. I think they should prove that they were actually guests at the hotel and not a friend or a member of staff!.

I do not think the "Mercure Hotel" in York or "GoSingles" the organisers are interested in customer feedback. They will probably blame each other but of course keep the money they have received from unhappy customers without accepting any liability for the poor service.

Had a laugh, it was actually quite surprising for me as I travel everywhere on my own, abroad and all over the UK, so as I'm single I thought I'd give this a go and see what I thought. Hotel was lovely, my room absolutely fantastic, staff were amazing with me and treated me like a celeb, lol.... Gary the host was a good craic and a giggle. I got on with some people more than others, however that is just down to personality, I tend to get on well with most people tbh.
THANKS, I HAD FUN....

Caroline (Caz) X

I have booked a holiday to Ovacik Turkey, flying from Manchester. After I booked it I asked if i could use my own flight and was told very firmly NO i was later informed Go Singles was no longer flying from Manchester. I already had a flight and asked if I could use this, I was told I could which was interesting, however no money was taken of the price, which was £1300 I am not paying that for a 2/3 star hotel. I think I will lose my deposit, but I am raising a complaint to try to get it back!!! It is discrimination only people from the South of England can go. I have been to this hotel on many occasions, so I feel I have been treated badly!!!

Often a holiday is what you make it. It’s rarely perfect and they’ll always be people who find something to complain about. I enjoyed the Christmas break. A real mixed group of people and naturally you’ll gel with some people more than others, the hotel was dated but spotlessly clean and comfortable and the staff very accommodating. The food was delicious. Gary our rep was a good laugh and on hand if we wanted anything.

Why can’t Gosingles reply or respond to my review when I have full details and emails providing evidence and facts from my previous review. I expect a response and at very least an apology for the disgraceful and unprofessional way that they have dealt with my complaint.

Booking Farce!. When Booking a trip to Canaries Fuerteventura for Feb 2024 I selected a different departure airport -Stansted rather than Gatwick. I noticed the comment that this may incur extra cost so I went through entire booking process without final confirmation to see what price difference there may be – the requested price was the same. Later I returned and finalised the booking having selected Stansted departure airport. I paid the requested deposit and all looked fine.

A little later I receive a call from GoSingles saying that they have noticed the different airport selection and that there would be a surcharge – I was not too surprised and thought perhaps there would be maybe £15/£20 extra; however I was advised they wanted £236 extra. Obviously their website was flawed in not advising of surcharge through their booking process. I understandably declined this and cancelled the booking, requesting a refund of my deposit. We will see how long it will take to get this refund!.

I then checked flights on-line for these exact dates from Stansted to Fuerteventura and the total return cost was just £69. So not only did they try ripping me off with the changed flight they made no adjustment for the flight cost in the original offered price from Gatwick. Could this be an innocent mistake or them trying it on? I know what I think. BEWARE!

In all fairness Gosingles have responded to me since and attempted to justify thier large surcharge, however in my opinion thier justification whilst valid to some extent fall short of the near 19% surchage on the original price. Also I think they have missied my point that the booking process is flawed which could very simply be rectified.I have again expressed my concern to them and hopefully they might review the booking process on thier website to avoid the misinformation and to warn potential customers of the extent and makeup of any surcharge when a different departure airport is selected from thier dropdown list.

I have written a review as a Word document but for some reason I am unable to copy and paste it here. So I will do it elsewhere.

It's so interesting meeting so many new people from different walks of life & so lovely to share experiences & not being the saddo eating alone. Our guide Terry was superb at gelling the group & making everyone feel included. Wonderful holiday😊

Terrific tour guide
Hotel evening meals not bad at first but got a bit the same. Also didn’t really cater for vegetarians.

I have just completed my first solo holiday with Go Singles and really enjoyed it. I didn't want to go home. Our Go Singles guide Terry was very friendly and made us all feel welcome. He always went the extra mile and made sure we were alright. There were 6 of us in the group and we all got on well with each other. On a downside, the evening meals were disappointing. They were ok for the first night. I found they weren't very accommodating for vegetarians or vegans.
I was a bit nervous at first about booking my first solo holiday abroad. I knew I had to do it to take me out of my comfort zone. I am so glad I did as I am already planning my next holiday with Go Singles. Everything went to plan.
I would highly recommend to anyone who is thinking about trying a Singles holiday to give it a go. You won't be disappointed.

I recently had the pleasure of going on a GoSingles singles holiday to Majorca, where I stayed at the Reverence Life Hotel in Santa Ponsa. It was an unforgettable holiday, and I can't recommend it enough to anyone looking for a great singles holiday. The group of singles on this holiday was diverse, and the inclusive activities made it easy to connect with fellow travellers. This made the trip more enjoyable, and I left with new friends from all over the country. I'm already planning my next adventure with GoSingles, and I highly recommend this company and GoSingles exceeded my expectations, and I can't wait to return.

Although my experience with the flights was not as bad as Bernard's (see previous review) I still thought we received a poor service given the fact I paid well over £1000 for this holiday.

I had to chase Go Singles for my e-ticket, as did others in the group. The 5-ish hours between arriving at my local airport and arriving at Palma airport were stress-free, but it was downhill from there. I think all of us in the group had trouble locating the 'Side Tours' desk at the airport as the information we were given in our e-mail was not correct. Eventually a Tui rep told me where it was. My taxi driver was already there, so at least I didn't have to wait around once I found the desk.

The Side Tours document we received at the airport was all in German. Although my German is better than my Spanish, it was very silly of them to not give us an English document.

We only saw our Side Tours rep for a total of around 2 hours in the entire week. We only ended up going on one Side Tours excursion (with someone else from the company, not our rep), for which we had to pay an extra €34 each. During this excursion, we spent about twice as long on the coach as we did in the towns we visited. The coach took the 'scenic route' between the towns and almost collided with other vehicles due to the narrow mountain roads.

I was hoping for more structure and guidance in terms of finding places to visit and getting transport there. Ideally some sort of daily itinerary with choices to opt in or out of each activity. Apart from that one excursion we were left to our own devices.

Seeing as they didn't mess up my ticket and made sure my taxi was on time in both directions, perhaps I can give 2 stars instead of 1.

This is my third successful holiday with GoSingles.
I had previously few amazing vacations in Kos and Lake Garda last year and booked this boat cruise with the confidence.
I knew that I will be fully supported by GoSingles, safe and stay in the best hotel with the great location and facilities.
Jennie and Beth have helped me to book my holiday and flights from my local airport in Bristol for an extra £40 only to pay.If any questions I always been able to contact them. Thank you for all your kindness, attention and understanding.
I had such a lovely time in Croatia. Lovely boat! Good team! Nada, the chef, didn't mind to cook for me absolutely delicious vegetarian meals as I don't eat meat. Tiho, the entertainment manager, been trying to make our trip full of fun and laughter. Ante, technical manager, always been up to help and looked after us well. And Miro, the captain of the boat, such an incredible man, also a great musician, composer and song writer as well. At the Captain dinner,we had an opportunity to try real traditional Croatian food, cooked by Captain only, been listening his own songs accompanied by accordion, then we had a disco with the crew. Everyone really enjoyed this magic evening. It was very difficult emotionally to say Good bye to Dalmatinka (the name of the boat).
I have met beautiful people (singles)on the boat from the different parts of England. We've became good friends and may go on the holidays together again.
And the last three days in the St Antonio hotel was so luxury. Exactly what we need! So tranquil and relaxing. The enormous, modern room, the balcony with the sea view and palms, the marble bathroom, the sea food that you could die for! I wish I could stay in this place longer to enjoy the sun, the sea swim in the crystal clean water, the walk alongside the coastline.
Thinking now what to book next with the GoSingles. Too many choices😀
Highly recommend
Thanks again for all your hard work

I booked a holiday to Crete for 2nd May this year which Go Singles cancelled 10 days before. Looking at the website at the time the holiday which I had booked to Chania had completely disappeared leaving one to Malia in its place. I also had a holiday booked to Croatia on a traditional boat at the end of June with three days in a hotel at the end of the week. During the holiday on the boat, myself and another girl received an email saying our hotel was fully booked and they were putting us in an equivalent. The original hotel booked was four stars and the "equivalent" hotel was three stars. We rang the original hotel ourselves and found there were rooms but not at the price Go Singles were prepared to pay. Two not very happy customers took the three star hotel as we were left with no option being halfway through our holiday. I also had another trip booked with them for Sicily in September which required me to pay the balance of over a £1,000 while on my holiday in Croatia. I decided not to go through with it and lost my £200 deposit. Holidays should be stress free and enjoyable and this company seems to book flights and hotels at the last minute, ending up disappointing their customers. I will never go with this company again and I urge any other single to steer well clear.

Fabulous holiday with Go Singles. This was my second year. I felt looked after from beginning to end. Plenty of time to meet other guests, all of which were friendly, fun and kind.
I would really recommend going on holiday on your own. You can spend as much or as little time with other guests and really do what you want to.

I was very disappointed with quality of the week holiday at Hotel Stalis, Crete.

I went away in May 23 for what I thought will be a relaxing wellbeing break after hectic time at home and work. I booked the Crete break with Go Single based on the original ‘great description below:

‘Stalis Hotel is in Stalida resort, a laid-back little resort with one of the best beaches in all of Crete. Hotel is just 50 meters from the beach and few minutes away restaurants and shops. Built in a magnificent area next to Stalida Beach in Crete, Stalis Hotel’s outdoor pool and terrace offers fantastic sea views. Go for a refreshing dip in the pool. Enjoy a short walk across to the sandy beach and join in with the water sports.
In the evening, enjoy live music entertainment organized by the staff at Stalis and visit the restaurants and taverns just steps away from the hotel. Hospitality is the main feature of the hotel, who will welcome you and make you feel at home.
The hotels 90 rooms are tastefully decorated, and all come with their own bathroom and private balcony or terrace, enjoying magnificent views of the sea or the gardens. They feature a TV, a telephone, mini fridge, hair dryer, air conditioning and tea / coffee making facilities’

What we got instead
- Description of Hotel and room expectation with images shown on ‘Go Single’ website was incorrect and different from reality when we got to there.
- Room images on Go Single website was opposite of the accommodation given. I was given a very small single room with a single bed and noisy fridge next to the bed and the very small shower cubicle next to Fridge (it felt like a prison room}. All images on the website showed large room with double bed. There was no space to move about or relax nor space for suitcase, or natural lights. I slept badly and spent majority of my stay away from the room to help my mental health and wellbeing. I reported to Reception, but informed they have no other room.
- There was no magnificent views of the sea or gardens as described on Go Single website. (photographic evidence was provided to Go Single on Return)
- No evening live music and entertainment as advertised. Hotel informed us that they have NEVER provided entertainment (irrespective of whether the season is high or low) and do not have a suitable venue to provide it, hence this description was not on their own website. Yet, Go Single provided a different information as part of our contract.
- There was No tea / coffee making facilities in the room nor space for it as described on the website.
The rep informed us he was unable to resolve the matter and advised us to complain upon our return home which we all did.
Photographic and Video evidence of accommodation was provided to Go Single on return.

Go Single rejected the complaint of ‘incorrect/false advertising; including loss of enjoyment of our holiday, even though evidence was shown that the published information on their website with regards to Hotel Stalis Crete was incorrect and misleading. Go Single immediately amended their description once the group I travelled with (5 other people) complained to the rep while in Crete, including sharing the Go Single link showing the holiday we were expecting.

Go Single Response to complaint in July 23
Go Single in their response said ‘While we understand your dissatisfaction with certain elements of the holiday, which we consider to be minor, we believe that they would not have prevented you from deriving a substantial level of enjoyment from your overall holiday experience.

This was not a suitable response as the misleading and false description affected my holiday and mental wellbeing, which I went away to improve.

I would advise anyone booking with Go Single to clarify that information on their website is what they will get at their destination or you risk being disappointed.

Good Customer Care is not a priority for Go Single as a Holiday Provider.

The Gulet 7 days holiday was the best experience ever, if you love being on the water. It is a no frills holiday with the best care given. The food on board was cooked every day from fresh ingredients and served impeccable, from a tiny galley. Our wonderful Captain and his crew made sure we taken care of at all times. We were taken to coves that were beautiful and quiet, snorkelling and swimming was a fabulous experience in the warm clear blue water. A bbq on the boat one night with the stars and moon giving the experience something extra. Don’t expect luxury on this holiday, the shower is altogether a new experience but like everything on board it worked. Brilliant time

The adults only hotel was a perfect way to have a 100% relaxing week. Family owned and run it was so friendly. The pool was very clean and there were plenty of sun beds 👏😊
The little restaurant served many different meals all day by the very friendly kitchen staff, thank you.

This was my second time aboard gulet Hazer with Go Singles for yet another fabulous week. Our captain Senay and his crew Enis looked after us so well… nothing is a problem and I mean nothing. There might not be aircon but who cares when you can sleep up on deck under the stars.
Food is fabulous , all tastes catered for. We were a small party this time around , only 4 of us but what a great time was had by all. I totally recommend this trip to everyone who wants a chilled out totally relaxing but never boring holiday … 😎hopefully I’ll get the chance to do it again 🤞
Go singles as a company are first class from booking to finish transfers all organised and waiting as you come off the flight and going back home . Totally recommend to anyone thinking about a solo holiday … don’t think , just do 🙂

I had a week in Sorrento with GoSingles. Beautiful location, the hotel was nice well situated and very clean. Staff were very helpful and friendly. Of the 5 trips advertised on the GoSingles website, 3 were not available and those that were, were very overpriced and had to be paid for in cash?! We therefore organised excursions ourselves. It was nice to be with other solo travelers but the holiday was very overpriced and not good value for money.

Everything was well organized. We were met at the airport in Madeira by a very friendly and informative taxi driver. There were only 4 people in the group but we got on well. The hotel was lovely the staff extremely friendly and helpful. The food was very good. This was my first solo trip and it was such a good experience from booking to coming home. I can't wait to do it again.