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Written on: 28/02/2013 by MsCampbell (1 review written)

Booked on the 22nd feb for the 24th feb at Menzies hotel Birmingham. I was aboard at time of booking so didn't receive email immediately to confirm
When I got home and was nearing the end of my four hour journey to the hotel, an email pings up on my phone 'review your stay'...confused I check email and it says your stay on 22nd feb!
I immediately called late rooms and spoke to a young guy who seemed he was going to rectify the situation for me. I explained I definitely entered 24th feb for booking. Unfortunately we got cut off
I called back and spoke to a foreign guy who said he would definitely rectify the situation and promised to call me back fifteen minutes later. In my haste, I forgot to get his name. An hour past and I was sat outside hotel
I called again and spoke to [name removed] who said if I stayed at hotel they may not charge me for the wrong night on the booking but if I went to another hotel this wouldn't happen
The clarion a respected hotel all over uk was on your site for a similar rate but as I didn't want to be charged nearly £50 for the 22nd, I took [name removed]'s advice and went in to hotel, paying for the 24th again. I was told by reception guy there'd been many empty rooms Friday so it shouldn't be a problem getting a refund for the 22nd charge. Reservations would call me at 10am the next day to confirm... I went to the pokey little room, cold, uncomfortable and very noisey and tried to sleep. Being awoke at 7am by cleaner hammering on door despite do but disturb sign hanging on handle
I arrive back home to find the money had come off my card for the 22nd. No call came. The following day, I called and was spoken to like absolute crap!!
I appreciate this isn't late rooms fault but if I hadn't been given false hope by three members if your team, I'd never had stayed here after the initial mistake
When I called late rooms back to inform them of the hotel's terrible customer service, the rep was really understanding- if only all of them could be more like him. His customer service was brilliant
However, after all the stress, I will be looking at booking with other companies rather than late rooms from now on after the poor customer service from [name removed]...

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