1/5 Incapable_Tortoise 1 year ago on Google
*EDIT*
Since
this
review,
the
hotel
decided
to
refund
their
charge
and
finally
uphold
their
cancellation
policy.
Incredibly
poor
service.
We
booked
a
stay
with
a
clear
cancellation
policy,
but
our
trip
there
had
to
be
sadly
cancelled
and
so
we
tried
ringing
the
hotel
almost
two
months
before
the
required
cancellation
deadline.
There
was
no
reply
so
we
emailed
instead.
On
the
day
of
our
original
check-in,
we
received
a
call
from
them,
and
after
explaining
that
we
cancelled
the
room,
the
advisor
was
suddenly
incredibly
rude,
telling
us
that
we
were
wrong,
that
we
hadn't
cancelled
it,
and
that
their
systems
don't
have
those
details.
He
requested
we
send
the
email
to
prove
that
we
notified
them.
After
immediately
forwarding
the
email
we
had
sent
them,
months
ago,
we
were
contacted
by
someone
named
Joy.
They
bluntly
rejected
the
evidence
that
they
requested,
and
we
had
provided,
regardless
of
it
being
exactly
what
they
asked
for.
We
emailed
again
with
further
evidence
of
the
email
being
sent
to
them.
Joy
then
replied,
rejecting
again
any
evidence
we
had
provided,
refusing
to
honour
their
cancellation
policy,
stating
that
a
confirmation
was
required
(a
policy
which
was
stated
nowhere).
They
then
told
us
the
decision
was
final
and
that
they
would
not
communicate
with
us
any
further,
and
charged
our
card
the
full
room
fee.
Overall
the
customer
service
has
been
appalling,
with
the
hotel
refusing
to
honour
their
own
policies,
for
their
financial
gain.
We
suggest
any
new
guests
be
cautious.