Very disappointing - even sent them an email (below) and they responded with a perfunctory apology at check out.
Dear Bank House
When I arrived this evening to check in, I was asked for a credit card on arrival (I travel a lot and appreciate this is standard procedure).
I handed over my business AMEX and the receptionist was unable to process it, despite trying twice (I am unsure the reason why). I explained there was nothing wrong with the card but if he cant process the card at that moment, I will have to pay as I go with it.
Later that evening, I decided to have room service. I called room service and after being informed the dish I wanted was no longer available on the menu (the chicken pie), I proceeded to order a steak baguette with chips and the pork loin from the restaurant itself, along with two glasses of red wine. This order was repeated back to me from room service at the end of the call.
Room service then called back and said that they couldn’t process the order because no card was attached to the room account. I explained the machine hadn’t worked earlier and could they bring the machine to the room to pay. After a period she called back and said they wouldn’t be able to do that because the connection wouldn’t work. I then asked if they could take the card and swipe themselves with my permission and was informed no. I then asked if I could leave my card in the reception with my account and reconcile tomorrow and was informed no. I was then told the only way I could fix this was to come downstairs, despite being in my PJs with a face mask on.
I asked if the food at this stage had been processed in terms of cooking and she informed me it had. You can appreciate arriving into the hotel late in the evening I was both tired and hungry and eager to simply eat. I had no alternative but to walk to reception, in my PJS , and with a face mask on (feeling very embarrassed in front of other guests). I then proceeded to pay whilst in my nightwear – with the card that the hotel had been unable to process earlier. I returned to the room and saw I had actually been charged for a tray charge after all the tooing and froing, which felt a smack in the face after having to go to reception myself and felt I would like to speak to the manager myself about it.
The manager came to my room and explained the reasons why hotels needed such processes (which I understand but given the face it wasn’t my fault my card wasn’t charged when I arrived and I tried various ways to reconcile the issue, I would see staff being reasonable in response). The manager offered to reimburse the tray charge after I explained I had been charged.
Our food finally arrived, an hour after I had initially ordered. As the staff were leaving, I noticed that there was an item missing – the chips. I politely raised this with the waiters – who said they didn’t know anything about it but would go and check. They then came back a while later, with the chips and left (at which point I was well into my supper). I then noticed that no condiments at all had been left with the chips, and had to call down, again, and ask for some ketchup to be bought up, and interrupted, again, in my meal.
This is my stay here, and I just wanted to feedback that it seems to have been quite an ordeal to simply order dinner. less