Me and my son were given room 331in the Safari hotel, Chessington world of adventures. On arrival to our room, we noticed there was no remote control for the T.V and the safe was making a beeping sound. We tried to phone down to reception to report this but the phone was not working and so we went down to reception. The lady gave us a remote and said someone would come to the room to fix the phone and also stop the safe sound. We went back up to the room to drop off the remote and noticed the safe sound had stopped. We returned back downstairs and then went for a drink in the bar, followed by dinner in the restaurant, after that we went to the kid’s entertainment in one of the meeting rooms. We then returned to our room, where we got into bed and watched a little T.V. An hour or so later I was awoken by a banging sound, I couldn’t identify the actual sound but it soon stopped and I went back to sleep. An hour or so later I was woken again. This time I got up and closed the bathroom door as I couldn’t quite make out where the sound was coming from. It then happened again a little while later. I cannot tell you how many times it happened and I cannot give you an exact amount of time in-between sounds. I tried to phone down to reception to get someone up to stop it, however the phone had not been fixed. My son was fast asleep and I did not want to wake him to take him downstairs with me. I checked the corridors to see if there was anyone present that could help. I even tried to contact hotel reception from my mobile phone. I literally had hardly any sleep and was wide awake when my son rose. We went straight down to reception and reported to a manager immediately. He told me he will contact me shortly once he has had the chance to visit the room and inspect. He took my email address and my phone number. A few days later and I had still heard nothing and so I started to chase. After again not getting any response I chased again, this time I got the most ridiculous email back stating that their reception is manned throughout the night, implying that I should have left my son and gone down to reception. My son is 8 and there is no way in this world I am going to leave him alone in a hotel room. I was really upset to receive a response like this from such a family orienteered company. We were due to spend the day in Chessington but before lunch we had to leave as I was just so tired. Much to the upset of my son we left I believe before 12pm. I was worried about driving back on the motorway to Kent being so tired and so wanted to leave before I started to feel worse. I explained all of this numerous times in my complaints and feel like the trip did not go according to plan through absolutely no fault of our own. We were offered return tickets but I have tickets and so that’s not the issue. We chose the hotel so that the experience wouldn’t be rushed and so I didn’t have to do along drive there and back all in one day. In my opinion an offer of a full refund or an offer of a free return stay would have been most appropriate. I did everything right; I complained immediately and reported the faults. The banging sounded initially like pipes. We were opposite a stairwell that had machinery on our level right opposite our door, this may have had something to do with it, however I cannot confirm. I know the roof is above us so maybe something to do with that. All I can say is it was regular and rather loud. Loud enough o constantly wakes me up. I don’t usually make complaints and certainly don’t persist as much as I have with this one but this has angered me, the level of service after has been shocking. Not only have I been ignored twice I was then made to feel like I should have left my child alone and gone down to reception. I have posted numerous times on social media and will continue to do so because this is honestly not right.
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