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Beware the £100 parking trap
Strawberry Hill House & Garden的点评
点评：I’m an elderly pensioner, with less than perfect eyesight, and frankly liable to miss things. I had had a pleasant visit to Strawberry Hill House only in June, including parking in the car park. So when I returned at the end of July, with only time for a brief visit to the café, I did not expect anything to have changed. I was vaguely aware of some large ugly signs in the car park, with a lot of of small print, but did not stop to peruse them, particularly as, on leaving the car park to walk towards the house, I was reassured by the sign I had noted on my previous visit, saying simply “Car park open for visitors to Strawberry Hill House and Garden…”, with no mention of any registration requirement or possible penalties. I spoke to staff in both the gift shop and the café, but no one asked me if I had registered my car, and nor did I notice the small screens which I later learnt were there for that purpose. I was only at the House for just over half an hour.
Imagine my surprise when, a week later, I received a parking penalty notice, demanding £100. It was not that I had failed to pay any parking charge, this swingeing penalty was just for failing to register my vehicle! When I complained to Strawberry Hill House, they first claimed there was a sign in every parking bay about the requirement to register and the penalty. When I sent a photo showing that there was no such sign in the bay in which I had parked, Strawberry Hill House had to admit they had made a mistake (or what they called a “semantic miscommunication“) but refused to withdraw my penalty. As for the staff or volunteers in the gift shop and café not reminding me to register, Strawberry Hill House attributed this to “growing pains as everyone becomes accustomed to the process“ and said “we continue to remind the wider team” to remind visitors about registering. In other words, even in late August, when that email was sent, staff and volunteers had not yet been properly trained in the new process. This must have been all the more the case at the end of July: but apparently the liability for not being aware of this requirement was still mine.
I went to the trouble of appealing against the £100 penalty, making the above points and others, in detail. The cursory response rejected my appeal without even referring to, let alone refuting, any of my arguments.
I do not think this is the right way for a charity, looking after a cultural gem, to behave. I doubt that I will visit Strawberry Hill House again. But they can be consoled that the £100 they have extracted from me is more than I would have spent on several visits.
Imagine my surprise when, a week later, I received a parking penalty notice, demanding £100. It was not that I had failed to pay any parking charge, this swingeing penalty was just for failing to register my vehicle! When I complained to Strawberry Hill House, they first claimed there was a sign in every parking bay about the requirement to register and the penalty. When I sent a photo showing that there was no such sign in the bay in which I had parked, Strawberry Hill House had to admit they had made a mistake (or what they called a “semantic miscommunication“) but refused to withdraw my penalty. As for the staff or volunteers in the gift shop and café not reminding me to register, Strawberry Hill House attributed this to “growing pains as everyone becomes accustomed to the process“ and said “we continue to remind the wider team” to remind visitors about registering. In other words, even in late August, when that email was sent, staff and volunteers had not yet been properly trained in the new process. This must have been all the more the case at the end of July: but apparently the liability for not being aware of this requirement was still mine.
I went to the trouble of appealing against the £100 penalty, making the above points and others, in detail. The cursory response rejected my appeal without even referring to, let alone refuting, any of my arguments.
I do not think this is the right way for a charity, looking after a cultural gem, to behave. I doubt that I will visit Strawberry Hill House again. But they can be consoled that the £100 they have extracted from me is more than I would have spent on several visits.
翻译：我是一名上了年纪的退休人员，视力不太好，说实话很容易忽略一些事情。就在今年6月，我还愉快地参观过草莓山庄园，当时也把车停在了停车场里。因此，7月底当我只有时间短暂去一趟咖啡馆时，我以为一切都不会有什么变化。我隐约注意到停车场里有一些又大又丑的告示牌，上面满是细小的文字，但我并没有停下来仔细查看，尤其是因为……离开停车场、走向别墅时，我看到上次来访时注意到的那个告示牌，这让我安心了不少。告示牌上只写着：“停车场对前来参观草莓山庄园及花园的游客开放……”，并未提及任何登记要求或可能产生的处罚措施。我先后与礼品店和咖啡馆的工作人员交谈，但没人询问我是否给车辆登记过；我也没注意到那些后来才知道是用于登记用途的小屏幕。我在草莓山庄园只待了半个多小时。
一周后，我竟然收到了一张罚款通知单，要求我支付100英镑。其实我并没有拖欠任何停车费，这笔巨额罚款纯粹是因为我没有登记车辆信息！当我向草莓山庄园投诉时，他们起初声称每个停车位旁都有告示，说明车辆登记的要求以及相应的处罚措施。当我发送照片证明我停车的海湾处根本没有那种标志后，Strawberry Hill House不得不承认他们搞错了（或者用他们的话说就是“语义上的误解”），但他们却拒绝撤销对我的处罚。至于礼品店和咖啡馆里的员工或志愿者，他们也没有提醒我去登记。草莓山庄园将此归因于“随着大家逐渐适应流程而产生的磨合问题”，并表示“我们一直在提醒整个团队”要提醒游客进行登记。换句话说，即便在8月下旬发送那封邮件时，工作人员和志愿者也尚未接受关于新流程的妥善培训。7月底的情况想必更是如此：但显然，未能知晓这一要求的责任仍由我承担。我费了一番周折，详细陈述了上述及其他理由来申诉那100英镑的罚款。然而，对方仅仅草草回复了一下便驳回了我的申诉，甚至都未曾提及——更别说反驳——我的任何论点。
我认为，一个致力于保护文化瑰宝的慈善机构不应如此行事。我恐怕不会再去草莓山庄园了。不过他们可以欣慰的是：从我这儿收走的100英镑，已经超过了我原本为多次到访所准备的开支。
一周后，我竟然收到了一张罚款通知单，要求我支付100英镑。其实我并没有拖欠任何停车费，这笔巨额罚款纯粹是因为我没有登记车辆信息！当我向草莓山庄园投诉时，他们起初声称每个停车位旁都有告示，说明车辆登记的要求以及相应的处罚措施。当我发送照片证明我停车的海湾处根本没有那种标志后，Strawberry Hill House不得不承认他们搞错了（或者用他们的话说就是“语义上的误解”），但他们却拒绝撤销对我的处罚。至于礼品店和咖啡馆里的员工或志愿者，他们也没有提醒我去登记。草莓山庄园将此归因于“随着大家逐渐适应流程而产生的磨合问题”，并表示“我们一直在提醒整个团队”要提醒游客进行登记。换句话说，即便在8月下旬发送那封邮件时，工作人员和志愿者也尚未接受关于新流程的妥善培训。7月底的情况想必更是如此：但显然，未能知晓这一要求的责任仍由我承担。我费了一番周折，详细陈述了上述及其他理由来申诉那100英镑的罚款。然而，对方仅仅草草回复了一下便驳回了我的申诉，甚至都未曾提及——更别说反驳——我的任何论点。
我认为，一个致力于保护文化瑰宝的慈善机构不应如此行事。我恐怕不会再去草莓山庄园了。不过他们可以欣慰的是：从我这儿收走的100英镑，已经超过了我原本为多次到访所准备的开支。
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