Little Junior Staff play their power games with Seniors not supervising their behaviour
Arrived and Front staff did not have my booking of a 4th floor room which they asked for with credit card.
I paid extra for the dog, and because I did not accept the non-4 floor room they took their little revenge ...
When I wanted to settle the bill their was EURO 20 on the bill for "Sonnderreinigung HandTuch Hund", ie for a piece of textile that even did not cost 20 Euros and that the Housekeeping Chief herself put their on the floor was the service I paid for for the dog was even not prepared in the room.
Then I said I would never pay that. Then the staff tried to impress me saying "we call the police NOW!" ... as if the police would get involved in a purely civil matter.
They accused me of being a Cheater, not having given my credit card etc etc, But I confirmed the booking with my credit card ...
Then finally after me having lost 1 hour, a "chief" showed up, the police didn't, and she tried to settle the matter but really not offering anything. She wrote me later:
I do know, that you are not used to be treated in this manner. I would like to apologize
on behalf of my employees and also would like to emphasize that nobody wanted to insult you. I have spoken to the front desk staff involved, and they are sorry, that they reacted in the wrong way.
I do have the attached confirmation, but the front desk staff didn’t have access to it, as it contains your credit card information.
As this information is confidential not every employee is granted access. As far as I could learn from them they were afraid of not getting any payment, as in the last month, we did have a few walkouts. I did talk to them concerning this matter and told them to call me next time earlier, if they were not sure how to handle such a special situation.
We also would like to show you our goodwill and
reimburse 25,00 Euro loaded on an Travelcard which you can use in any Best Western hotel of your choice.
Mr van den Steen, I am awaiting your kind answer hoping you may understand that people are acting sometimes not appropriate in stressful situations."
I obviously refused their offer as I have to go back there to spend it, they even did not care about taking out the costs for the dog. And the fact that they had not booked the proper room and plaid the game with junior staff putting extra costs on my bill, costs which I did not instigated, she even did not address that matter.
I told her these issues after she wrote me with the insulting offer, and did not hear anymore. less