Surya Hotels

I stayed at the Hogs Back Hotel in Farnham, Surrey UK December 2024 having travelled from the USA to the UK for my father's funeral. It's a lovely hotel in a great location but Surya needs to do something about their parking practices.

We were forewarned by Expedia to register our vehicle on arrival which we did but STILL got a parking charge!!

By the time Avis had mailed us the parking notice (arrived Feb 2025) they had taken the money from my account plus an administration fee, and, we had no idea we even had gotten a parking violation. The freelance parking company is Civil Enforcement Ltd (should change their name to Daylight Robbery Ltd)...what a scam .\ /.

Good Evening

If you review your records of guests staying at the Dukes Head Kings Lynn you will see that we have used The Dukes Head on numerous occasions for one-night stays since Jan 2024, we use the hotel as a base to visit our daughters family in Narborough.

This weekend we decided to stay for two nights 26th 28th July (Your Ref BK638230/1)

After spending the Friday afternoon with family, we arrived at the hotel between 10 pm and 10:30 pm, we were given room 206 and made our way to our room on the second floor, but noting the Fire Exit Door in the area by the lift was open.

Once in our room we unpacked, around about 11 oclock we heard a group of people walking along the road used by the private houses opposite and below our hotel room window.

At this point one of the group disappeared and reappeared a few seconds later with a fire extinguisher which he then set off, although not observed entering the hotel it was obvious the fire extinguisher had come from within the hotel, so my wife rang down to reception to advise the duty receptionist what was occurring.

By this time, we assume the group had got bored, dumped the extinguisher in the car park and moved out of our view.

We did check the Fire Exit Door had been closed after this incident had occurred, which it had, but the fire extinguisher itself was left outside in the car park, I fully understand that you would have instructed Team Members not to put themselves in harms way by challenging a wrongdoer.

However, over the rest of our stay it was obvious that this Fire Exit Door is being used in an unacceptable way; as an entry / exit point.

I fully accept the explanation that anyone using the Fire Exit as an extra access point is requested to ensure that it is closed behind them,however on descending the stairs this morning (28th July)while going to breakfast we observed two people who we presume were hotel Guests entering via this open Fire Exit, which would indicate that the request to anyone using this as an exit point should ensure it is closed behind them was, and I suspect continues to be ignored.

I accept that the original incident was the action taken by persons unknown, nevertheless was made attainable by the Fire Exit Door being left open.

Over our stay we reported on various occasions to various Team Members including the Receptionist that the Fire Exit Door was open, the reply was sadly a stock answer Thanks for bringing that to our attention.

We checked out just before 11 oclock on 28th July and not only was the Fie Exit Door open but we witnessed a hotel Guest with his luggage using the Fire Exit to leave the building and made no attempt to close it once outside, furthermore 36 hours after the original incident the fire extinguisher had not been replaced, I accept the all this happened across a weekend, however this is a safety issue and the replacement of a vital piece of firefighting equipment should have been of the highest priority and replaced immediately.

I value your thoughts and proposed actions to ensure that this Fire Exit can allow Team Members and Guests easy access to safety in the event of a fire (or fire drill) but secure enough to stop non-emergency random entry / exit access.

Regards and stay safe

Mr R Hailes

On 14th February, my wife and I had afternoon tea at the Dukes Head Hotel in Kings Lynn, using a 2 for 1 voucher purchased by my daughter for Christmas. When I booked for the 14th, I checked whether it was acceptable to use the voucher and was assured that it was by Reception.

We had tea on the 14th and I presented the voucher for payment, only to be told that the voucher did not cover the cost and I was required to pay a further £5.

Reluctantly, I did so and then queried the payment at Reception (unhelpful) and then with the manager at the Dukes Head the following day.

He agreed to refund the £5 to my credit card, but that he would have to put it through Head Office first. I expected to find the refund on my next credit card bill (received around 20th March), but no refund was forthcoming.

I have each week since then rung the Dukes Head asking to speak to the manager only to be told that he was currently unavailable but that he would ring me back. Last week, having been connected to Surya Hotels directly, the helpful telephone receptionist emailed the hotel manager directly asking him to ring me.

No telephone call has been received from the manager at the Dukes Head, who clearly does not want to speak to me.

I would be grateful if you would address this matter directly and immediately. I know it is only £5, but this is no way to treat a customer.