ibis Wakefield East-Castleford

Good Evening GingerLad11, While I appreciate your fustrations, this closure was totally unexpected, and for a point of clarity, the hotel has not closed down. We have uncovered some emergency structural works that need to be resolved before we can re-open to the public. As your booking was not direct with the hotel and through a 3rd party, we informed your travel agent, whos responsibility it is to contact yourself. When booking through a 3rd party, we do not get your contact details, they remain with the booking site used when making a reservation, hence why we have to contact them first. As you can imagine, outbooking and dealing with changes to reservations for the rest of the calender year is a massive operation, and staff are on site dealing with reservations and ensuring the site is manned for security purposes. While staff are working their hardest, they also expect respect, and from what I understand, this was not shown by yourself. We are not sure what 'other reviews' you are mentioning, as the our current general manager, responds to all guest issues, and those that are esculated are dealt with quickly.

Good evening davidrH7181QO, I am very sorry that Accor didnt contact you regarding your reservation. We informed them on the 13th of November that we would be closing due to unexpected work found during the current renovations. If you can send me a screenshot of your bank statement with the money leaving your account, and your reservation details, I will raise the refund request with our finance team. Please send your email to reception@hotelcastleford.com FAO Chris. Once again please accept my apologies.

Good evening 804colinb, I am dissapointed to hear that you didnt have a fantastic experience with us. We have ordered more afternoon tea stands for busy periods like you experienced, it did prove a very popular day! There were plenty of staff in the hotel, and your table was preset prior to arrival. I personally checked you were ok, and brought each plate out seperatly to avoid your table being too crowded. It is correct we have been opened six months, however 4 months of that 6, we have been closed for refurbishment. I do hope you give us another chance to prove the changes that will be made moving forward.