Incompetent Management.
To Whom It May Concern,
WITHOUT PREJUDICE
Please excercise extreme caution when dealing with The Atlantic Hotel, Dane Rd, Newquay TR7 1EN, United Kingdom. ATLANTIC HOTEL (NEWQUAY) LIMITED (00454335)
Their management and active Director, Johanna COBLEY, have failed to respond to multiple correspondence attempts including registered letter.
Check in: Friday 16th May - Check out: Wednesday 21st May 2025
By way of introduction, please see the attached letter of authority from the clients. I am handling this matter on their behalf as they are South African residents and have now returned home.
They have tried contacting you directly on numerous occasions without response. I then contacted you myself in June to discuss the matter and was told to provide all the details including vehicle registration and parking ticket reference, which I did. I was told when I followed this up, that the matter had been passed to your management to have the parking tickets cancelled and the matter overturned by ParkingEye. However, to date I have heard nothing more on the matter.
To clarify the situation:
The clients were guests at your hotel between the dates mentioned above. They had requested parking on site, however when they arrived your main car park was full. They were directed to use the adjacent car park, which I believe is also used by members of the public and controlled by ParkingEye. They were told by reception that parking in this area was FREE OF CHARGE for hotel guests.
Their car was hired from Avis. Unfortunately, the parking fines were sent to Avis directly and not challenged by them. Avis simply paid them from the credit card details they had on the account and charged them directly to the clients credit card.
Avis will not get involved in the matter as they consider it to have been dealt with and the client’s argument should be with the hotel directly, as they were not party to the conversation regarding parking. They reserve the right to charge an admin fee of £30 per parking ticket. However, as this was not their fault, I would ask you to add this amount to any refund to the client.
Each parking ticket was GBP £100, discounted to £60 if paid within 14 days, an additional £30 was charged by Avis per fine. Total cost of each parking fine was £90. The total cost to the client was GBP £450, charged to his credit card, which has since incurred further interest while outstanding.
As you can imagine this has damaged what was otherwise, a very pleasant stay at your hotel. These clients should not be financially damaged by your inability to provide parking space for them in your main car park.