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AIBU?

Share your dilemmas and get honest opinions from other Mumsnetters.

Original poster

To be disappointed that I may not have lunch on Christmas Day?

233 replies

Mogs43 · 13/11/2021 08:39

I have booked to stay a week at a nice hotel over Christmas (my father died so I will be alone). I booked full board , which I never normally do, and it was very expensive (over £1,500) but its a treat after a lousy few months (spent last Christmas alone and pretty depressed/suicidal, so swore to do things differently this year).

Anyway I emailed the hotel to ask if I could see the menu for Lunch on Christmas Day (thought it would be nice to see). Last night they responded saying it was fully booked but they might be. able to add me to the cancellation list. They also said there would be no breakfast or other food available on Christmas Day but bar snacks would be available after 8pm!

I queried why the Reservations Team hadn't mentioned this when I had booked ( we had had a long conversation about my plans - I have stayed in the hotel before and the staff were all very friendly). She said I should have been told - she also confirmed that. there is no fridge in the room so I couldn't buy myself any supplies.

I have had a look for restaurants that might be serving lunch on Christmas Day but those that are open are fully booked. The one exception is another hotel but it is for guests staying at the hotel. I am wondering about whether to change hotels - I do normally like the one that I have booked with (it may be a difficult time so having friendly faces around would be nice and the other hotel is unknown/hasn't got as good reviews ) but I would like a lunch on Christmas Day. AIBU to be disappointed/WWYD? Thank you.

OP posts:
Bluntness100 · 14/11/2021 19:41

I’d also change hotel. They can’t take your booking and say you can get fuck all to eat on Xmas day and sorry they forgot to tell you. 😱

Lucyinthesky07 · 14/11/2021 19:42

Surely they can fit you in as a single person/ loyal customer!

If I were you I would send a heartfelt email saying everything you have sad here, what you have been through etc.

My heart goes out to you reading this.
I really hope you get something sorted.

GreenFingersWouldBeHandy · 14/11/2021 19:46

Change hotel!

neveroutofthekitchen · 14/11/2021 19:56

I don't know if they are doing it this year but HF holidays have a house party style Christmas and lots of single people go. There's a full events program and all food. Might be worth a look

StoneofDestiny · 14/11/2021 20:02

Full board means full board! They have to provide food - personally I'd cancel and rebook elswhere.

Littlemissmagnet · 14/11/2021 20:08

This is actually appalling considering you had a long conversation the more I think on this the worse it is. Cancel as I said take yourself somewhere nice? Any suggestions for OP?

WickedWitchOfTheTrent · 14/11/2021 20:09

They can't charge you for full board and then not provide breakfast or lunch. I'd email the manager and if it's not been resolved then cancel and book somewhere else

lilstarr99 · 14/11/2021 20:11

@Hoppinggreen

If you are full board then surely it’s up to them to cater for you? How can you be full board bit them say no food is available for an entire day of your stay, it’s ridiculous
Exactly this! You’ve paid for full board therefore you should be getting food at all points!! This is ridiculous.
Tigger1895 · 14/11/2021 20:15

On booking the hotel should have asked what time you wanted to book lunch or dinner on Christmas Day. If you have an email saying that you should have been advised to book and they are sorry you weren’t that’s on them not you.
Speak to the manager and tell them you need to be accommodated or you will cancel.

Tal45 · 14/11/2021 20:19

Don't eat Christmas dinner alone in your room, that's just not good enough! if you're full board you should automatically have a place at every meal surely. I'd find somewhere else if they can't see how unacceptable this is.

TurquoiseDragon · 14/11/2021 20:24

I wouldn't accept meals in my room. I would expect all 3 meals in the dining room.

Don't let them fob you off, full board is just that, especially as you say there's no mention of any exceptions for Xmas day in the information you have.

And if they fail to sort it out, I'd be looking for somewhere else, getting it booked, then cancelling the first place.

SilverBirchWithout · 14/11/2021 20:24

Are you absolutely sure that they haven’t made a mistake? Maybe the person you spoke to didn’t realise you were already booked to stay there and thought you were just someone enquiring about booking for lunch.
In no circumstances would I expect full board over Christmas not to include meals on Christmas Day. Unless it was made clear at the time of booking.
Before cancelling I would double check they haven’t made a mistake.
Have you checked the website?

Onesipmore · 14/11/2021 20:30

No breakfast for an overnight guest on Xmas morning?? Tell them to sod off! Please book elsewhere.Do not stay with these arseholes

GrangaMum · 14/11/2021 20:52

YANBU. You're right to feel let down by the hotel. I would start to look at other hotels to see what your options are and meanwhile speak to the manager immediately to say that you've booked full board and if they can't provide it you will have to go elsewhere. I bet they find a solution.

I really hope that things work out for you, and you have an enjoyable Christmas.

AuntyMabelandPippin · 14/11/2021 21:13

You've booked a contract with them.

They need to honour it.

Poshjock · 14/11/2021 21:15

I wouldn't be nicely giving them the option of fobbing you off or feeding you in your room. They have admitted they should have told you about the dining situation but they failed to do so, I would be pointing out that this is unacceptable and as a long standing customer, what are they going to do to make this right and restore your faith in them.

My family have Christmas dinner in the same hotel for the last 5 years (except last year obviously). This year I enquired early and was told a decision on dining had not been made and they'd be in touch. End of last month my DH phoned them to ask what was happening and they told us they were fully booked and we were not on their mailing list. Luckily I still had the email where they said they'd be in touch. My DB contacted them and was (polite and) very firm of his expection of them to restore our faith in their brand. They phoned back a couple of hours later to inform us of a (rather fortuitous for them) cancellation and did we want the table. I guess they've saved face, but we got our table.

Be polite and be firm, they have let you down here - they need to put it right.

Jaxxy · 14/11/2021 21:20

I think that shocking of the hotel especially as you are a regular and explained your situations, and they are charging you full board!! I would try the other hotel, you might be pleasantly surprised, I would also write a formal complaint to the manager setting out what happened and express your disappointment and perhaps ask them to put themselves in your shoes….£1500 to be in a room all day and no food.

Benmac · 14/11/2021 21:23

Does the consumer credit act not cover this?
Also in Scotland part of hotel licence. used to be they had to provide food and drink to residents. Not sure if that still applies.

TurquoiseDragon · 14/11/2021 21:34

@SilverBirchWithout

Are you absolutely sure that they haven’t made a mistake? Maybe the person you spoke to didn’t realise you were already booked to stay there and thought you were just someone enquiring about booking for lunch. In no circumstances would I expect full board over Christmas not to include meals on Christmas Day. Unless it was made clear at the time of booking. Before cancelling I would double check they haven’t made a mistake. Have you checked the website?
I queried why the Reservations Team hadn't mentioned this when I had booked ( we had had a long conversation about my plans - I have stayed in the hotel before and the staff were all very friendly). She said I should have been told

Says this in the OP, so they knew she was staying there.

Whitecushion · 14/11/2021 21:45

I'd cancel anyway and book a lovely Christmas package with all the meals and Ccarol singers thrown in! There are still some available. I had an email from a hotel we went to a cople of years ago offering a lovely few days.

Northernlassie1974 · 14/11/2021 21:53

I know you've already said you'll make contact, but, just to reinforce....you've booked a full board package. Case flipping closed!!!!!! They should have asked you for reservation time when they booked. You've basically not got what you paid for (not that you've paid yet but you know what I mean!)

CherryPieface · 14/11/2021 22:00

Awful OP, I would definitely look elsewhere. And I often stay in hotels on Christmas Day because i visit relatives and they always serve breakfast, in fact they usually serve some extras as Christmas treats. I hope you find an alternative xxx

Lullab · 14/11/2021 22:17

Appalling customer service - cancel and book elsewhere. It is totally unreasonable to book someone in over the Christmas holiday and then say no food when you are full board!

tearinghairout · 14/11/2021 22:18

I'm so sorry to hear about your dad, OP. As others have said, don't be fobbed off with having room service, it's not a day for being alone unless that's your choice. They don't deserve your custom and I hope you find something else and have an enjoyable day xx

Teatotal2 · 14/11/2021 22:23

@Mogs43

Thank you all so much for your very helpful and supportive comments- I am grateful. I wasn't sure if I was being overly sensitive/picky/should have anticipated something like this sooner.

I have checked all the information that they sent over when I booked and it wasn't mentioned anywhere. Fortunately the terms and conditions say that I can get a full refund as long as I cancel at least 24 hours before I am due to stay.

I thought I would email the hotel manager and see if they can help - it is a nice hotel and the staff have previously been very good but I know there is a high turnover /they are under lots of pressure. Hopefully they can put it right. Some of you kindly suggested that they may be able to provide the lunch in my room which I thought would be great. I will suggest that and see if they have any other ideas. I will also start looking at alternative hotels just in case....

Thanks again for everyones help. Fingers crossed it can be resolved!

I hope it is resolved for you and done well too, not just "squeeze" you in. You are a valuable customer and a returning one by the sounds of it, they should be taking the stress out of this for you. I really hope it works out and you have a lovely break & Christmas💐