On Boxing Day morning, we took two coaches to Warwick Castle with a total of 85 passengers on board.

After talking to a representative at a trade show earlier in the year, we were told to phone to book, which we did, then spoke on the telephone twice in the three weeks beforehand to confirm passenger numbers. We were informed that it was all in order and to pay on arrival.

On arrival, we went to the ticket office with cheque book and switch card in hand only to be told that we were not on their computer system and would not qualify for the group rate that we had been quoted. We were then informed that we would have to pay the full/senior admission rates.

We were told that in order to get the group rate we would have to have confirmation with a booking number on but we had not been given this information when we telephoned two weeks earlier. We said that if we could not have the group rate, we would take the coaches away but the cashier did not seem a bit concerned if we did.

Anyway, to cut a long story short, I was informed that I had been speaking to a call centre and that if I was a ‘major customer’, she could possibly let us in at the group rate; however, as we only visit every two years there was no way she could enter the group rate on the computer system.

In the end, I asked the group members to return to the coaches and took them to Stratford-upon-Avon instead. In total, Warwick Castle lost more than £800 in entry fees plus what the group members would have spent once inside.

I informed the members what had happened, who were all in agreement with my decision.

Michael Scutt
Business Partner
Viewfinder Tours, Devon

GTO asked Warwick Castle to respond:

I am sorry to hear of Mr Scutt’s difficulties and apologise for any inconvenience and upset this has caused. However, there are a few discrepancies that arise with regard to the events that occurred that day.

Firstly, it is my understanding that although Mr Scutt believed he had pre-booked when he turned up at the gate that day, according to our computer system, this was not the case. This misunderstanding is why he was initially refused entry.

With regards to then being refused entry at the group rate, we take sole responsibility. It is true that Mr Scutt was not offered the group rate; however he was offered a discount. According to the member of staff who served Mr Scutt that day, no complaint was made at the gate and when Mr Scutt left, the staff member was unaware that he would not be returning.

It seems some confusion must have taken place regarding the policy on group rates because, in the past, we used to turn away groups who did not pre-book.

Since we received the complaint, all staff have been briefed and are now aware that group rates can be offered, regardless of pre-booking.

I have spoken personally with Mr Scutt since the complaint was made and the situation has now been resolved.

Daniel Griffiths
Trade and Development Manager
Warwick Castle, Warwickshire