2/10 Terrible
CMason, London
Travelled with family
26 Aug 2019
Liked: Cleanliness
Disliked: Staff & service
I booked this place 3 months earlier and the confirmation stated that no further confirmation is required and payment will be made at the hotel. I also sent a message to the hotel informing that we will be arriving in the late afternoon. Therefore when we arrived at the hotel by 7pm, I was surprised to find out that our room was already given away! The manager explained that he tried to contact me the day before (there was no voicemail or emails) and when he tried to charge my credit card (not sure why, unless a customer is no show), he realised that my card has expired (which has just been renewed), and therefore decided to cancel our booking! He also explained that he has checked this with Expedia who agreed with the cancellation. When I then called Expedia, they had no record of this and explained that they would never cancel a booking without contacting me first (which they haven’t). The manager then showed us a sub-standard room at their sister hotel, which we accepted to stay at for that night (at no cost with my insistence) and moved on the next day.
The thing that annoyed us the most was not what has happened, but how the hotel manager handled the situation. During the whole conversation, he kept explaining why he was right in cancelling and feels comfortable as he covered himself with Expedia ( he even accused me for putting invalid card details) and there was never a word of apology for the inconvenience caused and absolutely no focus on customer experience.
CMason
Stayed 7 nights in Aug 2019
