Shocking experience… AVOID at ALL costs.
Giving them one star because you have to give something otherwise it would be into negative stars!!
We used to be massive fans of Crazy Bear and have stayed at both Stadhampton and Beaconsfield. We recently went to Beaconsfield for my birthday and initially things weren’t too bad but the place looks tired not decadent now, staff were disinterested, there was a huge delay seating us despite having a dinner booking. There was another couple arguing with the concierge because their booking had been lost…
Throughout our stay, my wife joked with me because there was only one robe in the bedroom and she kept teasing me, asking me what mine was like as hers was plush and comfy. I didn’t think much of it until the following day when my wife got a call shortly after we checked out accusing us of stealing the other one!!
We were absolutely fuming so I rang reception and demanded to speak to a manager. After various delaying tactics I was told he may not take my call anyway at which point I said trust me he’s going to speak to me.
I then spoke to a great wet lettuce Duty Manager who told me how rigourous their housekeeping processes are and they are very sure of their room inventory and would not process my refund of the holding fee that they had decided to keep. I was told I would have to put any complaint in writing before a refund would be issued and he would have to investigate anyway.
I pointed out that when reception called my wife to accuse us of stealing, they also let slip that Crazy Bear has been having all sorts of problems keeping track of its inventory and housekeeping never log things properly.
As a business that should have set alarm bells ringing and maybe prompted some kind of internal investigation before they called loyal customers to accuse them of being thieves.
Anyway, the great wet lettuce of a duty manager was told in no uncertain terms that I expected a call back that night to give me a status update. When he did ring me back (I’ll give him credit for that at least), he was suddenly incredibly apologetic and admitted that it was an “administration error at their end and everything was in order”. The holding fee was going to be refunded, but I would have to wait between three and five working days because they had processed it as a payment by that point.
I am absolutely dumbfounded that a business would jump to conclusions and immediately start calling their loyal customers thieves rather than take a look at their own shortcomings in the first instance. They have offered no kind of compensation, no offer of a discount or a free stay or anything to make it up to us. Sorry doesn’t cut it I’m afraid
We will not be staying with Crazy Bear ever again and my advice to everybody reading this is to steer well clear. The place is clearly going down the pan and if they treat loyal customers like this they have a short shelf life… avoid, avoid, avoid, avoid.
Once you have done all of that avoiding … avoid some more.
Disgusting attitude.
