I booked this hotel at the beginning of April 2015 to celebrate our 10th anniversary, after what has been a very difficult year due to my partner's father suddenly dying. I booked tickets to the races and I wanted a nice hotel to go with it. The hotel advertised a great 4 poster bedroom and I booked this as a surprise and treat.
At the time of booking I noticed a review complaining about cancellation at short notice. The hotel blamed a family emergency. Given what had happened to us I decided to give them the benefit of the doubt knowing how difficult these situations can be. I had a nagging feeling and was still a little worried so called them on the 16th July to confirm my booking and specifically ask about payment and parking. I spoke to Gaynor who told me where to park, that all was ok with the booking and that nothing else was needed as they "had my credit card details anyway."
On the 22nd July, the same person (Gaynor ) called me to say they were cancelling the booking due to me not sending them a cheque for the deposit??? I booked this with Laterooms, confirmed with credit card and at no point on the booking page does it say that a cheque deposit is required. Lets be honest who sends cheques, or has a cheque book in today's digital age! As they said they already had my card details.
I was not aware that a deposit was needed. On enquiring where this is on their policy I was told by Gaynor that its in the cancellation policy. Why on earth would I read that ?? I WAS NOT GOING TO CANCEL. I had tickets for the Races. Why isn't it in the HEADLINE of their BOOKING policy ?? I stated I would pay it over the phone immediately, only to be told she had conveniently already let the room- no doubt at a premium..!!
Let me guess, they sell rooms and then cancel bookings nearer the time once they know there is a demand and they can hike the prices up to rip others off. Read the other reviews as this is not the first time they have pulled this stunt!
What is most galling about this is that I phoned the "Owner " on the 16th of July to confirm my booking. There was no mention of the deposit being outstanding. When I asked Gaynor why she had said nothing on the 16th July she denied speaking to me!
Very disappointed and disgusted with this Hotel, and the obvious greed and underhand tactics of the management . Book at your peril.
DO NOT GIVE THEM THE BENEFIT OF THE DOUBT ON ANYTHING - you will be let down and left high and dry.
They obviously need a good lesson in customer relations. Luckily for me I believe in Karma. Please look to other establishments in the area, do not waste your time with these people...
Laterooms were contacted but were unable to do anything regarding this matter, other to find me an alternative at a much higher price. The only positive is they assured me I would not be getting charged for the hotel's cancellation of my stay. I received confirmation of this in writing.
What should of been a well needed great weekend has been somewhat spoiled. This was not a cheap room I booked..!! I would not recommend the hotel or Laterooms.
And just to add, after the cancellation phone call, I was unable to contact both the Hotel and Gaynor!