Hotel Parking Charge
Discussion
I know this has been discussed before but I cant seem to find using the Search function so am hoping someone can help.
My wife went to a spa day at a local hotel, parked and went directly to the spa. A few day later I received a charge of £100 for not parking in accordance with terms. This would be reduced to £60 if paid with a certain time. The company is called Civil Enforcement and they explained there is an appeals procedure, which is to go online explaining to them why the charge is not relevant. I explained my wife was a paying guest at the spa facilities and went direct from the car park to the spa reception, and was unaware that registration was required.
The following day we received notice that the appeal was unsuccessful and that we could appeal to an organisation called POPLA, if however we were unsuccessful the charge would then be £100 automatically.
We drove back to the hotel to check signage etc, and indeed there are signs in the car park, about 10ft up on poles with large font stating The HOTEL IS FOR PAYING GUESTS ONLY in much smaller font it reads that terms and conditions apply and a requirement to register. This requirement is not obvious at first glance and I suspect many people fall foul by reading the large font first sentence.
On this return visit we went directly to the hotel reception where there is a very large sign requesting guests submit their registration numbers into a tablet provided within reception. The chap behind reception also informed us to register our car.
We then went to the Spa facilities, which is a separate building, there is no signage informing us to register our car and the receptionist didn't mention the need to do so, although we did spot a tablet for the purpose.
I have now submitted an appeal to this POPLA organisation, stating that my wife went directly to the Spa, was a paying guest of the hotel and was not advised for the need to register. I suspect this will be unsuccessful as POPLA's web page is identical to that of Civil Enforcement.
Has anyone any suggestions on how to proceed should and when this second appeal be refused.
TIA
My wife went to a spa day at a local hotel, parked and went directly to the spa. A few day later I received a charge of £100 for not parking in accordance with terms. This would be reduced to £60 if paid with a certain time. The company is called Civil Enforcement and they explained there is an appeals procedure, which is to go online explaining to them why the charge is not relevant. I explained my wife was a paying guest at the spa facilities and went direct from the car park to the spa reception, and was unaware that registration was required.
The following day we received notice that the appeal was unsuccessful and that we could appeal to an organisation called POPLA, if however we were unsuccessful the charge would then be £100 automatically.
We drove back to the hotel to check signage etc, and indeed there are signs in the car park, about 10ft up on poles with large font stating The HOTEL IS FOR PAYING GUESTS ONLY in much smaller font it reads that terms and conditions apply and a requirement to register. This requirement is not obvious at first glance and I suspect many people fall foul by reading the large font first sentence.
On this return visit we went directly to the hotel reception where there is a very large sign requesting guests submit their registration numbers into a tablet provided within reception. The chap behind reception also informed us to register our car.
We then went to the Spa facilities, which is a separate building, there is no signage informing us to register our car and the receptionist didn't mention the need to do so, although we did spot a tablet for the purpose.
I have now submitted an appeal to this POPLA organisation, stating that my wife went directly to the Spa, was a paying guest of the hotel and was not advised for the need to register. I suspect this will be unsuccessful as POPLA's web page is identical to that of Civil Enforcement.
Has anyone any suggestions on how to proceed should and when this second appeal be refused.
TIA
Edited by e600 on Tuesday 17th August 21:05
I would be inclined to fight it. The hotel engages these companies to find people so I would start with the hotel manager.
It might be possible that he can over ride the fine on your behalf. What is the actual height distance between your lady’s eye level and the relevant sign writing? Ask the manager if that is appropriate? Why is the sign so high? You also have a good point on the lack of signage in the spa building. Ask him why that is? You can’t even have a nice day out these days without someone dipping into your money.
It might be possible that he can over ride the fine on your behalf. What is the actual height distance between your lady’s eye level and the relevant sign writing? Ask the manager if that is appropriate? Why is the sign so high? You also have a good point on the lack of signage in the spa building. Ask him why that is? You can’t even have a nice day out these days without someone dipping into your money.
My missus used to work at a hotel with this type of system.
If you got a ticket then they could sort it BEFORE you appealed. Once you appeal there was nothing the hotel could do and you had to fight it yourself.
Can’t remember the name of the company the hotel employed but that was how they operated. (Was a major hotel chain).
If you got a ticket then they could sort it BEFORE you appealed. Once you appeal there was nothing the hotel could do and you had to fight it yourself.
Can’t remember the name of the company the hotel employed but that was how they operated. (Was a major hotel chain).
On a different point, we crashed out at a motel chain on the way back from a long drive. Parked, checked in, they asked for registration, they keyed it in, swung the monitor round ‘is this your car?’, showing the CCTV shot of my car entering the area, a bit too big-brotherish for me!
Yes, I would appeal to the Hotel/spa. Note to yourself, always ask at reception if they need your reg plate details.
Yes, I would appeal to the Hotel/spa. Note to yourself, always ask at reception if they need your reg plate details.
I am really just pisxed off, this is little more than a scam. The hotel is quite remote, so its not like people would be parking there and running to the train station. Its on a dual carriage way and must be at least 4 miles from the nearest village.
When trying to contact Civil Enforcement their auto response is Press 1 if you have a bailiff at your door, press 2 for payment, press 3 for.... and so on. At no point are you directed to a person and the first option is bailiff, just to strike the right note. Other than the Appeals page there is no mechanism to e mail them.
It really just smells of a money making scam from the small font on conditions on signs on poles 10 ft high, lack of access to a person through to their appeal rejection in record breaking time.
We will try the manager/head office route if that fails we are of the opinion that we will take this to court based on the unfairness of this activity.
I wonder how the hotel chain will react to a Karen attack on social media?
When trying to contact Civil Enforcement their auto response is Press 1 if you have a bailiff at your door, press 2 for payment, press 3 for.... and so on. At no point are you directed to a person and the first option is bailiff, just to strike the right note. Other than the Appeals page there is no mechanism to e mail them.
It really just smells of a money making scam from the small font on conditions on signs on poles 10 ft high, lack of access to a person through to their appeal rejection in record breaking time.
We will try the manager/head office route if that fails we are of the opinion that we will take this to court based on the unfairness of this activity.
I wonder how the hotel chain will react to a Karen attack on social media?
I don’t understand why you wouldn’t go to the hotel / spa in the first instance?
Touch wood the only one of these we’ve ever had was when wife & daughter managed to spend more than 2 hrs in Wickes sorting out bathroom stuff some months ago - the store wasn’t even officially open. When the notice arrived I called the person she’d been dealing with and she had the notice cancelled and emailed me the confirmation. Whole thing was done in 30 mins. Didn’t even need to speak to the manager..
She did say it’s nothing to do with them, it’s the landlord, which seems a bit odd as the store is in its own enclosed compound so you’d think Wickes could set the rules. However they are given the ability to get tickets cancelled.
Touch wood the only one of these we’ve ever had was when wife & daughter managed to spend more than 2 hrs in Wickes sorting out bathroom stuff some months ago - the store wasn’t even officially open. When the notice arrived I called the person she’d been dealing with and she had the notice cancelled and emailed me the confirmation. Whole thing was done in 30 mins. Didn’t even need to speak to the manager..
She did say it’s nothing to do with them, it’s the landlord, which seems a bit odd as the store is in its own enclosed compound so you’d think Wickes could set the rules. However they are given the ability to get tickets cancelled.
w1bbles said:
And leave a derogatory Tripadvisor review for the place to put other people off going to somewhere where they won’t help their own customers.
Well we don't know yet whether they will or won't help.The OP seems to be getting more and more irate without actually doing the simplest and most obvious step - TALK to the Hotel/Spa and explain the situation.
oyster said:
w1bbles said:
And leave a derogatory Tripadvisor review for the place to put other people off going to somewhere where they won’t help their own customers.
Well we don't know yet whether they will or won't help.The OP seems to be getting more and more irate without actually doing the simplest and most obvious step - TALK to the Hotel/Spa and explain the situation.
loskie said:
e600
Why wasn't your first point of contact the hotel by phone, email or in person? You're just making it difficult for yourself, unbelievable.
Our first action was to respond to the threat of bailiffs, informing Civil Enforcement we were paying guests at the hotel, our next port of call was a visit to the hotel. Why wasn't your first point of contact the hotel by phone, email or in person? You're just making it difficult for yourself, unbelievable.
Not sure your helping really.
e600 said:
loskie said:
e600
Why wasn't your first point of contact the hotel by phone, email or in person? You're just making it difficult for yourself, unbelievable.
Our first action was to respond to the threat of bailiffs, informing Civil Enforcement we were paying guests at the hotel, our next port of call was a visit to the hotel. Why wasn't your first point of contact the hotel by phone, email or in person? You're just making it difficult for yourself, unbelievable.
Not sure your helping really.
Hope that helps
anonymous said:
[redacted]
I think specifically to give you a false sense of security. If the first sentence in large font was something like, LOG YOUR REGISTRATION AT HOTEL RECEPTION TO PREVENT A £100 CHARGE, people would be alerted to the requirement and Civil Enforcement wouldn’t make any money.e600 said:
I think specifically to give you a false sense of security. If the first sentence in large font was something like, LOG YOUR REGISTRATION AT HOTEL RECEPTION TO PREVENT A £100 CHARGE, people would be alerted to the requirement and Civil Enforcement wouldn’t make any money.
WHOOSH.e600 said:
loskie said:
e600
Why wasn't your first point of contact the hotel by phone, email or in person? You're just making it difficult for yourself, unbelievable.
Our first action was to respond to the threat of bailiffs, informing Civil Enforcement we were paying guests at the hotel, our next port of call was a visit to the hotel. Why wasn't your first point of contact the hotel by phone, email or in person? You're just making it difficult for yourself, unbelievable.
Not sure your helping really.
If you’re innocent, I’d be stunned if they won’t cancel the action. The hotel loses out from such errors.
It does seem the best chance you have is while delaying the fine givers, you insist on speaking to the hotel manager to get him/her to annul the fine. Very unlikely they won't if you can prove being a customer.
The parking enforcement is unlikely to listen as the truth is you did not enter the reg plate.
The parking enforcement is unlikely to listen as the truth is you did not enter the reg plate.
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