The reason why you are only getting 2 stars is for several reasons: 1. We did not think that the hotel was of the standard we expected from a 4-star hotel. The waiting staff in the restaurant lacked communication, making their service shambolic. The daily service from chambermaids was inconsistent; some days the bathroom bin was not emptied, which is not hygienic, and not always replenishing milk and sugar, meaning we would have to source this ourselves. We do not expect this from a 4-star hotel. The bus and driver were excellent, as were the trains and all their staff. Mark, the tour guide, was very polite and pleasant and understanding. Our main complaint, which is the one that will stop us from ever booking a holiday with you again, is your discriminatory policy against disabled people. We were told the train was unable to accommodate walkers or wheelchairs which clearly they can, as we witnessed several disabled people with both walkers and wheelchairs being allowed on the trains. Private individuals are allowed on the trains. I understand that on the coach, heavy wheelchairs and mobility scooters are not allowed, but a lightweight collapsible walker that folds down smaller than a child's pushchair and we can lift and carry ourselves was refused. I am a level 2 for mobility and walk safely with a rollator and can climb a flight of stairs slowly. However, 199 steps to Whitby Abbey is not a flight of stairs; fortunately, we didn't want to do that anyway. By not allowing my walker, I was unable to access the Bronte museum. On the free day (Wednesday), many of our fellow travellers saw how easily I could get around with my walker and couldn't understand why, as a company, I was unable to take such a collapsible mobility aid. We are rather confused about who your target audience is, as you clearly don't wish to accommodate disabled people. This holiday would have been far more accessible and enjoyable had we organised this ourselves, and we will do so in the future.
