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★★☆☆☆

“Questionable Practice by Hotel Direct”

Written on: 04/08/2013

Points already made in hotel feedback (Charing Cross Hotel, 31.07.13.)which was fine.

Our criticism, and a strong one, is of Hotel Direct.

My wife is registered disabled through a cancer diagnosis. We always book a 'twin' rather than 'double' room. This we did and had your e-mailed confirmation to this effect. However, when we checked-in there was only a 'double-room' reserved with the comment that as a booking agency you do not assure booking detail with the hotel. To have ensured the booking we made we should have made the booking directly with the hotel.

On the face of it this does not reflect well on Hotel Direct as a reliable booking agency. The less charitable might suggest questionable operating practice.

Perhaps your CEO would like to comment ?

I look forward to your written response.