Nice staff, nice looking hotel, shocking policy?
22/05/2016 Vij G, Winston, United Kingdom
So the bed turns out to be a single not a double as paid for and and confirmed in the email. So I call reception to enquire. It appears that the company that delivers the beds have got it wrong supply... more
So the bed turns out to be a single not a double as paid for and and confirmed in the email. So I call reception to enquire. It appears that the company that delivers the beds have got it wrong supplying singles instead of doubles. The receptionist asked what might appease me. I requested that my client (who is footing the bill) should be reimbursed and charged for a single not a double. I am also sent a bottle (not a great bottle) of sav blanc and I am appeased.
I do not have a problem with the compensation. That seemed fair. What I do have an issue with is the fact that I was allowed to book under false pretences. Furthermore, good customer service would have seen me greeted on arrival at reception with an apology and an offer to compensate. To wait for a customer to complain suggests a desire to get away with charging more money for a lesser service. At £144 per night I expect better.
In addition the television reception during the FA Cup final was dreadful. The hotel was noisy. Fortunately I had my ear plugs and their bottle of cheap sav blanc to ease the slumber.
On the plus side, the hotel itself is a picture and the grounds seem pleasant. The inclusive wifi was good enough to stream movies and the staff without exception, was extremely polite and welcoming. Perhaps it is company policy that lets them down. less