Payment in advance!

4.4 / 5
93% of users recommend this

Guest's review of


“Payment in advance!”

Written on: 04/07/2013

The hotel itself is undergoing major building work though nothing was being done over the Friday, Saturday and Sunday of our stay. This was made clear at the time of booking and was no disturbance or problem.
Despite being the only guests we were allocated an attic room that had not been refurbished. Stairs are very steep with very thick carpet which could be a serious hazard and great care is needed especially coming down with suitcases.
The bathrooms are downstairs. Good showers, supply of shampoo shower gel etc from dispensers was a lovely touch. They are easy to control and powerful.
Noise from the pub went on until 1am or later, it could be heard but was what you might expect from a pub. It may be louder in the first floor rooms.
Breakfast hamper was exactly as described with lots of choice and good quality cakes & biscuits.
However there was one major problem.
On arrival we were met in the car park with a receipt for payment. We arrived at 8pm and the card transaction was for 2pm and was for the entire 4 nights. So payment in full was taken before we even arrived.
This is in breach of the terms and conditions given in the booking confirmation. I have never before seen payment taken in advance of arrival and am left wondering whether 3 nights would have been refunded if we had been forced to cancel for any reason.
It is common for one card to be used for securing the booking and a different payment method used to settle the bill. As a matter of fact I had cash ready which I offered on the last night of our stay which is when we were told it had already been taken from the card.
The hotel was fine though expensive for what it is but this payment issue needs to be addressed.

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Written on: 05/07/2013

Hi, really sorry to read about the issues you've had. I'll be sure to escalate your feedback to the relevant departments here. If there's anything we can do for you in future please don't hesitate to get in touch. Meanwhile thanks a lot for your feedback and for taking time to leave a review (James)

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