Poor customer service
24/04/2016 PhilandCath, Liverpool
Having booked in January, and paid in full at that time, we were not expecting a call the afternoon prior to our journey to be informed that another group had arrived with more people than they had bo... more
Having booked in January, and paid in full at that time, we were not expecting a call the afternoon prior to our journey to be informed that another group had arrived with more people than they had booked for???... so the only option they saw was to cancel our booking, moving us to another hotel!!
We still do not understand how we became involved in a mistake made by a group not associated with us. Appalling decision making.
From our side it was a non cancellable reservation and we fail to understand how this does not work both ways. less
Mark S, General Manager at BEST WESTERN The George Hotel, responded to this review
Thank you for your comments on your recent booking with us. It was certainly not our intention to become overbooked and have to move your booking to the nearby Premier Inn. (less than 2 minutes walk from our hotel). We had a group of elderly guests arrive for a 2 night stay and unfortunately there was an communication error with the booking. We analysed in great the best possible option which would cause the least amount of disruption and I apologise that this resulted in us having to relocate your booking. As a form of recompense you and your friends (who have also written the above review on this site) were provided with free car parking and a complimentary 3 course dinner for 4 people in our Darwin's restaurant. The hotel also ensured the price of the booking remained the same and paid the difference in room rate to the Premier Inn. I very much appreciate your assistance with the booking problem and once again offer my apologies for the inconvenience this may have caused.