Fletcher Resort-Hotel Zutphen

niet slecht

After arriving in winter on January 19 in the (cold) comfort room 229, we discovered that the heating was not working. We contacted the hotel reception who informed us that this problem was known and was being worked on. After fifteen minutes we contacted again to ask how long this problem would last. We asked for a solution but there was none. It was not known when the heating would work properly again. After further insistence on a solution, we were able to use an electric heater. We asked for another room but that was not possible. We explained to the employee (later turned out to be the manager) who brought us the heater why we were not told about the problem with the heating at check-in. He said that this was deliberately not done to avoid causing unrest at the counter/reception. "Now only a few guests complain and otherwise 50 guests are dissatisfied." We were dissatisfied with the electric heater offered to us because it smelled and made noise. The manager had also forgotten to put the legs under the heater, which made the heater unstable. At night we slept in socks and a sweater. The next day we complained again and asked for a solution. We were offered another comfort room. And as it turned out... the heating was also defective there and we again received an electric heater. Now management was very cooperative and acknowledged that some things had gone wrong and had been communicated incorrectly. We find it unacceptable that we were deliberately misled by the staff and that the solution offered, a noisy and smelly electric heater, was far from sufficient. We are extremely dissatisfied with this treatment by a Fletcher hotel. After a complaint via the Fletcher Hotels website, we fortunately received an apology and a voucher (with all kinds of restrictions for the booking) for an overnight stay + breakfast in a standard room. We had booked a comfort room. We pointed this out to the employee of the complaints department. After consultation with colleagues, he thought that we were sufficiently compensated. We received a delicious bottle of wine from one of the managers. Our advice: take your sleeping bag and winter hat with you when you go to Fletcher hotels. And what incredibly bad treatment of customers/guests!