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3,1
2 opiniones
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Lovely staff and food service but the very rude and aggressive Manager hasn't the first clue how to deliver even the most basic customer service - the worst I've encountered in 45 years of staying in hotels of all types.
Terrible — Staff threatened me in front of my child
Travelled with family, Friday night stay
We arrived at 9pm on a Friday evening — just me and my 10-year-old son — after a four-hour drive from London through heavy traffic. We were tired and looking forward to checking in.
Their website has a fault. The booking had reverted to the date I made the reservation, not the date I'd selected to stay. I explained this at reception. They could see my original booking on their system. The room was sitting empty for the night. I asked them to honour it.
The answer was no. Pay the full rate again or leave.
When I calmly pointed out that their own website had caused the error, I was told I was being "inappropriate." There were no raised voices on my part — just a father trying to resolve an obvious technical problem with a reasonable solution that cost them nothing.
I told them we would have to leave and find somewhere more affordable, since I could not pay for the same room twice. As I turned to walk out with my son, the staff member said: "You're lucky your son is with you."
I want to be very clear about what happened there. A grown man made a veiled threat to another guest, in front of a 10-year-old child, because that guest had the nerve to point out a fault on their website.
My son was shaken. He asked me in the car what the man meant. I had no good answer for him.
If the hotel had simply said "we can see the error, let us sort this out," we would have had a pleasant stay and I would never have written this review. Instead, they chose to turn away a father and child into the night over a problem they created, and finished with intimidation.
I would not recommend this hotel to anyone. If you are travelling with family, please go elsewhere.
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