Miscommunication Regarding Meals Provision at Highdown Hotel NYE Booking

They did feed me but the parameters weren't clear and there was a moment where they tried to charge me. No matter-I'll make sure my show advance covers this more explicitly in future to avoid any confusion. Thanks very much for the booking! The punters were all extremely nice and engaging with the music. The night went well (despite the ..ahem..venue comms!) and we managed to hit all the right notes. The Oliver Price set was actually spot on. Everyone seemed to enjoy it, dancing, singing along. Hope you had a wonderful Christmas and a musical New Year's Eve!

Title
Miscommunication Regarding Meals Provision at Highdown Hotel NYE Booking

Description
RD performed at The Highdown Hotel on 31 December 2025 for a New Year’s Eve event (booked via LMM, ref LMM26560). The agency contract listed “Food & Drink for Performers: yes”. In advance, multiple attempts were made to secure written confirmation of arrangements; communication from the client (HSS) was minimal and largely unanswered.
Upon arrival on 31 December, RD was verbally told by hotel staff that “breakfast is on us”. A meal was provided mid-afternoon, but no evening meal was communicated or offered, and there was confusion among staff regarding entitlement. After the performance, RD asked staff whether he needed to inform them in the morning that he was the musician for breakfast and was told they already knew.
On 1 January 2026, after breakfast, RD was presented with a bill of approximately £22. When RD stated he was the musician and had been told breakfast was included, the waitress responded that the hotel had already provided a room and a meal and needed to cover overheads. RD expressed discomfort with the lack of communication and explained that had he known breakfast wasn’t included, he would have made alternative arrangements. After reiterating that he had been verbally assured breakfast was provided, the waitress relented and said “ok”, leaving the bill behind and walking away. No manager intervened and RD left feeling shaken.

Action Taken
RD calmly explained the basis for his expectation that breakfast was included.
He cited both the contract wording and the explicit verbal reassurance given on arrival.
He remained professional and avoided escalation, though emotionally distressed.
When the staff member withdrew the charge, RD left the premises.

Resolutions
The breakfast charge was ultimately not enforced.
No further dispute occurred at the hotel.
RD notified LMM and provided a factual account of events, without hostile tone.
No further action is currently required or intended.

Notes Comments
This incident appears rooted in poor client communication, unclear internal hotel policies, inconsistent staff messaging, and lack of written confirmation prior to the event. It caused significant distress despite the performance itself being extremely successful.

Reported
Reported Date: 02/01/2026
Reported By (Organisation): R

INDIVIDUALS

Responsible, Passive, HSS, Client
Didn't respond to show advance e-mails or specify meal arrangements in advance. There on the morning, didn't engage with the situation.

Impacted, Active, RD, Artist
Charged for breakfast, didn't pay on the basis that hotel was providing food for musicians as part of the deal.

Observer, Responsive, SJM, Agent
Booking agent, responded 

Involved, Responsive, TBC, Venue
Waitress responsible for handing the bill. Tried to uphold that the breakfast was chargeable.

Responsible, Passive, TBC, Venue
Water from the previous day who said "breakfast is on us".

ORGANISATIONS

LMM
Agent overseeing booking.

THHG
Venue and client.

READ MORE...

This incident triggered the following developments...
Maintaining Integrity of Show Advance Template and Preventing Loss of Critical Information