I would advise against recommending the Thistle chain, personally or professionally – overpriced, old in Level One section, poor customer service reactions by staff – owned by a Malaysian, and currently losing hotels from their chain, and a company, not prepared, in the economic situation, to upgrade Level One rooms to match Levels 2-8. I also wrote to the General Manager Michael Parker – using the Thistle resources – making the point that issues with clients must be followed up before three days etc etc

I was finally spoken to by the Food and Beverage Manager, Konstantinos Vais (incidentally an Australian – who worked with Novotel hotel chain in Australia) from Thistle Marble Arch and offered a discount (I refused – I wanted the problems fixed) – he insisted on a dinner – by way of an apology. I did not take breakfast after the first day’s trauma with bodyhairs in the scrambled eggs.

I compiled a series of complaints in letter form to the General Manager, Michael Clark. to the management about:

1.lack of an electric jug when tea making facilities in room available;

2.dripping taps from old plumbing throughout the night;

3.knob fell off Air Cooling Heating unit – not allowing adjustment was not fixed for my entire stay resulting in sleepless nights – sent to the reception and finally left with recepetion;

4.body hairs in the scrambled egg at breakfast bar;***

5.intruder in my room using a chair, and one of the windows to gain access to the central courtyard, whilst I was in the shower -when confronted claimed to be a cleaner etc

6.indifferent actions/directions by staff -Food and Beverage Manager referred to Australians and New Zealanders as having a ‘cringe’ mentality when staying if fine hotels – I found offensive etc

I am preparing a case for resolution through a variety of agencies.

Thank you for your response (below, and on behalf of the Guoman Hotel Management UK Limited trading as Guoman Hotels and Thistle Hotels) to my correspondence (to the General Manager) dated 23 June 2009 whilst resident in the Thistle Marble Arch, Bryanston Street LONDON.

I note that you have not addressed any of the issues raised in my correspondence.

I did meet with Mr Konstantinos Vais, Food and Beverage Manager of Thistle Marble Arch, after finding a suspicious device in my room on the late afternoon of Wednesday 24 June 2009. He had a copy of (including all items to be addressed, at that stage, and not including the items from 24 June 2009) my letter addressed to the General Manager, Thistle Hotel Group. I gave him both a suspicious device which I had sat on in my room (which looked like a piece of electrical detonation ‘bomb’ making apparatus – neither of us was able to identify it) and the control knob from the air cooling/heating system of Room 148 – which wasn’t fixed during the entirety of my stay – despite three official complaints. Mr Vais offered a ‘discount’ (presumably on my pre-paid bill?) without quantification and then when I refused ( I was not interested in ‘money’) – I wanted the problems fixed or explained – by the General Manager, given their gravity – the he insisted on a ‘meal’ in view of his own failure to talk to or meet with me from Monday evening/Tuesday morning when problems occurred within his section and others within the hotel leading to the distressing security issue raised above. In quantification terms and on reflection the meal does not outweigh the three (3) breakfasts paid for, but not taken, in view of the hygiene standards observed on the first morning – and still not addressed at the hotel.

His gesture was in view of that personal/professional failure on customer relations and health grounds – I suspect also for the bodyhairs in the scrambled eggs in the breakfast room on Tuesday morning. He reflected on Australians and New Zealanders complaining in English hotels, like Guoman and Thistle, which I reject, and one which is possibly defamatory or racist?