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Parking Eye PCN @ Hotel, Parking Eye PCN @ Hotel
celticfox
post Sat, 26 May 2018 - 13:34
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Hi all,

The registered keeper today received a PCN from Parking Eye related to an alleged "contract" which they indicate came into effect as The Driver parked in a "hotel patron only car park", and failed to enter the full, correct vehicle registration into the terminal at reception. Circumstances are as follows:
The occupants did, indeed, visit the hotel for a "black tie dinner" on the evening in question so were hotel patrons
The driver did, indeed park in the car park
None of the occupants (there were 6) noticed any parking notices, though the occupants were aware of going through a "barrier" to enter the car park
None of the occupants saw any terminal in the hotel reception
When the driver went to exit the car park (late at night, in pitch darkness), a barrier blocked the driver's way. Wondering whether there was, indeed, a parking charge, a passenger exited the vehicle and attempted to use the intercom at the barrier to ask if such a charge was required, and to pay said charge. The intercom did not appear to work, but the barrier nevertheless was opened, and the driver and occupants returned home, thinking nothing of it.
Having spent a considerable amount of money on the evening (for decidedly average food & over-priced drinks), everyone who was there is naturally very upset, given that all occupants were hotel patrons and have already given this big multi-national a lot of cash. The car park was barely full, so it is difficult to see any realistic losses to the company for the driver's genuine mistake.

Please advise on next steps. Should the registered keeper name the driver? Should the registered keeper appeal? Should the registered keeper get into a "Battle of Forms?" Should the registered keeper approach the hotel concerned and explain? If so, how? All thoughts welcomed!

AF

This post has been edited by celticfox: Sat, 26 May 2018 - 20:03
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post Sat, 26 May 2018 - 13:34
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publicenemyno1
post Sat, 26 May 2018 - 13:42
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QUOTE (celticfox @ Sat, 26 May 2018 - 14:34) *
Should we name the driver?


NO, no, and NO again. Always refer to 'the keeper' and 'the driver'. Edit your post above immediately on this point.
Read other threads+++ first, it makes this really clear. Look at the MSE (Money Saving Expert) forums (e.g. not here) Newbies guide.

Meanwhile, using TinyPic to host the image, post up the PCN with personal info redacted, front and back please.

QUOTE (celticfox @ Sat, 26 May 2018 - 14:34) *
Should we approach the hotel concerned and explain?


Yes, but do so only as the keeper and make it clear that your correspondence is not to be passed outside the hotel, other than to provide the reference number to PE to cancel.
Even with them, do so only by referring to 'the keeper' and 'the driver'. There is nothing to stop you passing on a statement from 'the driver' without naming them, e.g. they
attended the hotel and are disgusted that they have put them to this distress. Don't be fobbed off by reception staff saying it is 'beyond their control', go straight for management
if that happens or above if it is a chain. Trustpilot reviews and the like can be very persuasive. Keep it polite and personally I would avoid the telephone.

This post has been edited by publicenemyno1: Sat, 26 May 2018 - 13:56
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ostell
post Sat, 26 May 2018 - 13:55
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If this is close by then take some photographs of the signs under the same lighting conditions ( hours after sunset) and without flash
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celticfox
post Sat, 26 May 2018 - 19:56
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I will upload pics of PCN in due course.

I will also get some images of the signage, but might take a couple of days.

This post has been edited by celticfox: Sun, 27 May 2018 - 23:44
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Dave65
post Sat, 26 May 2018 - 21:44
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As stated if the Hotel is within reach it may be nipped in the bud by approaching the MANAGER and stressing the anxiety this is causing you.
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celticfox
post Sun, 27 May 2018 - 23:59
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I have now contacted the hotel to request contact details for the manager as well as for relevant board members of the parent company (a small chain of a couple of hotels) and the parent "brand". Initial email approaching the manager is in draft, taking account of all your advice.

Am I right in thinking I should not yet contact PE until I have made concerted efforts to get the hotel to resolve this?

Publicenemy - can you explain the importance of "make it clear that your correspondence is not to be passed outside the hotel, other than to provide the reference number to PE to cancel."?

Thanks
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ford poplar
post Mon, 28 May 2018 - 00:57
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Self explanatory. Hotel group is now subject to GDPR.
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ostell
post Mon, 28 May 2018 - 07:47
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There is currently another hotel/PE thread active at the moment and the NTK that PE issued was not POFA compliant and therefore no keeper liability. So post up front and back of the PCN you received for others to comment on. It may just save you a lot of additional work !

This post has been edited by ostell: Mon, 28 May 2018 - 07:49
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kommando
post Mon, 28 May 2018 - 15:09
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And if you are resident in Scotland you can ignore all but an LBA/court papers which will not come, file all relevant paperwork.
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SchoolRunMum
post Mon, 28 May 2018 - 23:40
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QUOTE
Am I right in thinking I should not yet contact PE until I have made concerted efforts to get the hotel to resolve this?


Yes but as long as it doesn't get past 28 days from the PCN date, assuming this is in England/Wales.
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celticfox
post Tue, 29 May 2018 - 07:19
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Sadly not a Scottish resident, and POFA is mentioned on the back, arrived within 14 days. Will upload images when I get a chance.

Out of interest with GDPR, are companies within a group permitted to share info between themselves?
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Umkomaas
post Tue, 29 May 2018 - 08:23
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When writing to the hotel manager, you might want to include this link for him to peruse.

https://www.dailypost.co.uk/news/north-wale...-fines-13774891
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celticfox
post Tue, 29 May 2018 - 08:36
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Thanks, Umkomass, much appreciated!! I will forward to the hotel concerned and share prominently on their SM pages. My initial 5 tweets to the parent brand's Twitter feed have, at least, finally elicited a response from a Customer Service agent indicating a willingness to try and help. Time will tell. In the meantime, I will continue to prepare for a battle and soothe my irritation by drafting an article for the local paper. "Hotel Patron Slapped With Parking Fine - Almost Twice The Cost Of Room!!" has a nice ring for a headline....
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ManxRed
post Tue, 29 May 2018 - 08:39
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QUOTE (Umkomaas @ Tue, 29 May 2018 - 09:23) *
When writing to the hotel manager, you might want to include this link for him to peruse.

https://www.dailypost.co.uk/news/north-wale...-fines-13774891


If his browser can cope with 517 pop-ups.


--------------------
Sometimes I use big words I don't understand in an effort to make myself sound more photosynthesis.
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celticfox
post Tue, 29 May 2018 - 09:02
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Well, having been requested by the Twitter Customer (dis)service rep for the parent brand for details of the incident, so they could, ahem, help, I have just received this back [Redacted as appropriate]:

Hello [Registered Keeper],

Thank you for your correspondence regarding your experience at the [Hotel]. We appreciate you taking the time to bring this matter to our attention. I can only imagine the distress this has caused you. As much as we at IHGService want to help you, IHG is not involved in the daily operations of our franchised and individually owned properties. I would advise that you contact the hotel directly at [Phone Number] or email to [email address], or continue working with Parking Eye. Hotel management would still be in the best position to come up with a resolution about the issue you have raised. Again, your utmost patience is highly appreciated.

Best Regards,

John

Needless to say, what limited patience I had left is rapidly evaporating. This response could be more directly translated to:

"In spite of the fact we've made a vague offer to help you, we actually don't give a flying fig about you as a customer or protecting and enhancing our brand, so instead we'll slopey shoulder it straight back to you and ignore you, as we really can't be bothered to lift a finger to help".`

How to win friends and influence people...
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Umkomaas
post Tue, 29 May 2018 - 09:11
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QUOTE
"In spite of the fact we've made a vague offer to help you, we actually don't give a flying fig about you as a customer or protecting and enhancing our brand, so instead we'll slopey shoulder it straight back to you and ignore you, as we really can't be bothered to lift a finger to help".`

Nailed.
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The Rookie
post Tue, 29 May 2018 - 09:43
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There is always trip adviser, mention it casually when discussing with the manager if he's not appearing constructive.

May be worth the minimal fee at the land registry to find out who actually owns the land, the hotel or the parent chain......

This post has been edited by The Rookie: Tue, 29 May 2018 - 09:45


--------------------
There is no such thing as a law abiding motorist, just those who have been scammed and those yet to be scammed!

S172's
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celticfox
post Tue, 29 May 2018 - 11:47
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GM of the hotel has responded to my requests (Facebook and website contact form) for name and direct email - admittedly very quickly. I have now forwarded my complaint to him and will await his response.
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