The Don’t Wake Me Up singer uploaded a video onto Instagram which saw his 3-year-old daughter beaming as she held her new pet.
Wrapped in a blanket and wearing a nappy was a tiny baby marmoset, who later wriggled out and seemed to be sussing the adorable daughter out. ” While Royalty was clearly delighted with her new pet, followers of the singer slammed him for the “irresponsible” and “cruel” new addiction to his family.
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Another guest said the sheets were not clean and added: 'Manager needs a few customer service courses given some of his responses.'But Paul hit back with: 'I am also thankful that my staff are always recognised for their friendliness.'As the owner of the business I'm not here to be nice to every guest.'If a guest is unruly, damages the property, insults my staff or puts complete tosh in a review then I will tell them they are muppets and I make no apology for it.'A guest who stayed in June as part of a group of cyclists said the location was 'superb' and while all the staff were helpful, Paul was 'quite the rudest and least empathetic person'.
But hitting back at a complaint they had to check in before 10pm, he said: 'There were another 20 of the cyclists staying with us that night and only yourself and your partner have found every review site possible to complain on.'Regards Paul (the rude and least empathetic owner).'A guest who booked a twin room complained they weren't able to swap to a double room - because one wasn't available. We are a very popular budget hotel and were fully booked.'I don't quite understand your issue with that.
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When one review complained that Paul was 'quite awful' he replied claiming the customer swore at staff and signed it off with 'the rude and least empathetic owner'.
Another reply said: 'If a guest is unruly, damages the property, insults my staff or puts complete tosh in a review then I will tell them they are muppets and I make no apology for it.'Defending his bolshie approach, married Paul said: 'I'm just really fed up with the PC and "customer is always right" type of argument.'The customer isn't always right and we're not always right but there must be a level playing field and we have got to treat each other with respect.'But if they go too far then it's only fair we should correct them if they have something wrong.'It's fair to say it's horrendous for a hotel owner when you're subject to other peoples' opinions and you can do very little to challenge them.'Unfortunately when a review goes on Trip Advisor and when a libelous review goes up, there is nothing we can do.'I get a lot of people that actually say thank you for being honest.'I have had local businesses say how refreshing to see someone prepared to stand up for themselves and their business when most would not reply or give a bog standard reply.'A stay at the 19-room hotel currently costs around £30 a night, and most the reviews - 32% - are 'very good'.
It promises budget accommodation with clean rooms and a scenic view but Paul believes some guests unrealistically expect 'a five-star hotel with room service, i Pod docking stations and Whirlpool baths for £30 a night'.
He claims he only hits back when reviewers get their facts wrong - or when they libel his business.
Paul Chatwin, 51, runs the three-star Royal Clarence Hotel, which has a three-and-a-half star rating on Trip Advisor.