I contacted this establishment today to enquire about availability for two double rooms for 2 nights in late June. I rang the main telephone number which was answered by a man who just said "hello" I had to ask was I through to the Walter Raleigh hotel and explained my query to which I was told their reservations desk was extremely busy (I now rather doubt that!) and that I would be called back.
A short time later a woman named Jackie did call me back and I was told that yes they had two superior rooms available for my chosen dates but when I then proceeded to mention my livingsocial vouchers I was told that actually no they had no rooms for those dates! I asked to speak to a Manager and was told he was unavailable, so I asked for his name and was reluctantly told it was Brian and he would call me back. In fact it was a little while later that Jackie herself returned my call and told me that they could accommodate me but not in superior rooms (as there were none available!) but in ordinary rooms at the back of the hotel with no sea view which were a good deal smaller. I decided to go ahead with the booking and furnished Jackied with my name, address, voucher numbers. I was then asked for my credit card details to secure the booking and when I queried was this necessary as it was prepaid through livingsocial she explained that it was necessary for security purposes. I agreed that was fine but as I was out walking my dogs I would call her back within the hour with the details to which she replied that she couldn't make the booking without it. I said surely she could hold the rooms for an hour to which I didn't in fact I didn't get a reply just a sigh. I was then asked for the names of the people who would occupy the other room which I immediately gave and was told that they too would have to ring the hotel with their credit card details. I explained that I was gifting the weekend away to my friends and that I thought it was very inappropriate to have to ask them for their credit card info! I then asked to speak to Brian who was again unavailable.
He did call me back a short time later and boy oh boy what a man! To say he is dogged, disinterested and downright rude is an understatement. I was told that he was doing me a HUGE favour by giving us two rooms in the first place, he denied the fact that I was told that there were superior rooms available and that it was "company policy" to secure each room with a card. I have absolutely no problem with that but surely to God one card is enough to secure two prepaid rooms? He was totally uninterested in my situation and shouted that there was absolutely nothing he could do so I could take it up with their Sales and Marketing people if I wanted to. I asked who his superior was and was told it was none of my business! I wasn't even given his surname. I proceeded to tell him his customer service skills were sadly non-existent and that he was surely in the wrong job. I was continuously shouted down with every question I attempted to ask. It could certainly not be considered as a Manager/Customer conversation as all he was interested in was the sound of his own voice. After about 10 minutes of refusing to answer my queries or assist me in any way other than to try and shrug me off on his Sales and Marketing colleagues HE HUNG UP!!!!
I have never in my life been treated so disgustingly or with such disdain and this from a so-called Manager who is supposed be setting an example for his staff! I can only say that if you have purchased a livingsocial voucher for this hotel good luck to you! I will be contacting them to get a refund. Spend your money somewhere else. Somewhere you will be treated like a paying customer who matters.
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
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Many thanks for taking the time to speak with me this morning, to discuss your recent experience when calling the Walter Raleigh Hotel & my sincere apologies for the manner in which your reservation was treated. We value all our customers at The Walter Raleigh Hotel & I can assure you that an incident as you have experienced will never happen again. Your comments have been taken on board and will be dealt with very seriously.
This response is the subjective opinion of the management representative and not of TripAdvisor LLC