sa1gon
Couples · November 20254/10
We have stayed here many times, since the Pandemic, so over the last 4 years. We have stayed roughly every month. However, I think the last stay has made us realise there is no customer loyalty and w...We have stayed here many times, since the Pandemic, so over the last 4 years. We have stayed roughly every month. However, I think the last stay has made us realise there is no customer loyalty and we haven't yet returned since our last stay in August.
We stayed for my husband's 60th birthday. We enquired about a complimentary upgrade, which we were eligible for as Platinum Elite Guests. We were given a beautiful suite, however the air-con was very noisy and it transpired that this air-con needed a big job doing on it, to fix it. We were moved to another beautiful suite, we were told we wouldn't be charged for this. I am not sure why we would as we were eligible for an upgrade and therefore we hadn't been charged for the first one.
We stayed three nights and purchased lunch on two days in their lovely new summer bar. My husband had asked the restaurant staff if breakfast was included in our stay, as normally in a suite breakfast is included or had been. He was told it was included and the first two mornings we went to breakfast, on the second morning I noticed that a note was made of our room, which is what happens when you haven't breakfast included. Later that morning we asked to check our bill, it had the room rate on, drinks, lunches and breakfast on two morning the first morning it had cost over £100 and the second morning £86.
My husband queried this and was told the restaurant staff wouldn't know if breakfast was included and that he should have enquired at Reception. However, we must have signed for it to be charged - we hadn't signed for it. The staff member who told him it was included of course denied this and claimed she said that he wouldn't get to see her if he didn't have breakfast. The end result was that we had to pay for breakfast for both of us for two days, despite not having signed for anything, apparently if you eat it you accept the charge. The prices were changed to the correct prices, which I believe it £39 per person, per day and no one could explain why we were charged the other amounts originally.
This is hotel that charges an optional service charge on the whole bill, for good Customer Service, so the hotel removed this charge and my husband felt that it was a bit better with that removed. During our stay we were dealing with an incident with two Taxi Drivers who committed an offence against my disabled husband and we had advised TFL that the hotel had CCTV but they denied they had it, presumably as they didn't want to get involved, the second time as the Manager got to know about it, they did show it to TFL.
All the above has left somewhat a sour taste and a feeling that there is no loyalty to patrons.Show More
