Verified traveler
12 Δεκέμβριος 2023
Booked to stay on the 20th Oct, however we couldn't make it due to train cancellations. I phoned Susan who changed our booking to 17th Nov, the new date was agreed twice, I then changed the trains and spa dates for then & booked days off work. Arrived on the 17th to find out we weren’t booked in for that night & they were fully booked. The LOVELY guy serving us said our booking for 17th was changed by Susan to the 10th Nov without informing us. Thankfully he found a room & told us to see Susan tomorrow as she’ll sort an apology for us. After a morning at the spa I had missed calls on my phone, it was Susan asking me to get back to get all our stuff out our room as we can’t stay another night. Our calm spa day was cut very short, went to Susan & she said ‘yeah sorry for the misunderstanding guys’ and waited for us to say ‘that’s fine’ & leave! She blamed us completely, said she never booked us for the 17th even though the proofs on the system. Attitude was awful! Asked for a refund & she said ‘no it was nice enough for us to let you stay last night’! The only apology we got was sorry YOU misheard ME, sorry YOU didn’t understand. We live 2 hours away and she said it’s not that far to go home! Susan also said why would I need to call to say I’ve changed it to the 10th that’s your job! I felt so uncomfortable so stood in the rain for 30mins trying to find another hotel (holiday inn Washington, AMAZING!) Overall an awful hotel being made to feel very small & worthless, never again
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