Guest User
August 15, 2023
We booked a one night stay at the Congresbury Arms to visit family living in the village. Unfortunately, we never even got there as the day before our visit both my wife and I were taken ill and tested positive for Covid. Trying to do the right thing, and not pass on Covid, I tried phoning the pub twice to cancel, but they do not answer the phone. I ended up having to email the pub the evening before our visit to cancel. The manager replied the next day saying they would be charging the full amount as this was their policy. This is fair enough, but it begs a few questions. Firstly, why do they not take a deposit at time of booking and keep that ? Secondly, would they rather we went ahead and recklessly turned up regardless, spreading Covid around their guests and staff ? Thirdly, why not answer your phone ? I replied to the managers cancellation email with those questions.... he has not replied. Great customer service and first impression. Trying to support the independent businesses doesn't always count for much obviously. Suffice to say, next time we visit family in the area we will stay elsewhere.