This post is on the Manchester (M) topics page and the Other BDSM web board (moved from BDSM Events).
| Sat 10 Dec 11, 7:49 PM MistressFoxx UK(M), 22 mths £   |
For those of you who know me personally or are my friends on Facebook you will know what shit I have been thru over the past few weeks & also that I've not been well. My partner & I booked a room at The Hotel International (on London road, next to Club Lash) for the Club Lash pervy panto night. On the Friday I called to cancel the room as I was still feeling unwell & I was told as it was less than 24 hours notice I would have to pay for the room (fair enough). I decided to keep the room on in case I was feeling better as I was going to be charged anyway. Saturday came still feeling rough as sin so I asked my friend who was also attending lash if she would like my room, she agreed & my partner called the hotel to try to swap the booking over to which he was told by the manager "we do not permit that, your booking has been cancelled, your card has been charged & I am reporting you to bookings.com" and then he hung up. WTF!?!?!? I then called the hotel back to sort it out, he said rooms cannot be given to someone else as if there is any damage I would be held responsible & charged (again, fair enough) I then offered to pay for the damage if there was any as the girl in question would not damage anything let alone a hotel room. He then told me no, that will not happen I have heard this a thousand times & the room has now been cancelled. I then said to him well I still want to come so I want to keep my booking to which he told me it was to late as he had already cancelled it even tho NO WHERE IN EITHER MY OR MY PARTNERS CONVERSATION HAD WE REQUESTED THE BOOKING BE CANCELLED. He also told me that both conversations have been recorded. I then went into the hotel (fuming as you can imagine) & asked him to play me back the conversations so I could here where we asked for the room to be cancelled to which he refused & only offered to play it to a solicitor or the police whilst handing me the credit card slip to show me he had charged my card. I told him if he had nothing to hide then why won't he play me the recording to which I got some bullshit i can't be arsed excuse. He wouldn't give me the name or any details of the hotel owner & basically just offered me the hotels email address which goes to himself, the manager. So what's the bloody point!? The cheeky git even said 'well you don't look sick to me' sorry Mr hotel manager, I didn't realise you were a Dr as well!! The lovely managers name is Jason Smith, who kindly gave me a copy of the hotels terms & conditions & with 2 DOGS behind the desk he had the cheek to give a piece of paper that said NO PETS!! This is the worst customer service I have ever received in a hotel & I just wanted to let you all know so you know what an appalling service I received & as you can imagine I left the hotel calling the manager a shit head. Has anyone else received shit customer service from this hotel?? Foxy | ||
| 10 Dec 11, 8:06 PM Susancrane UK(WF), 10 yrs |
You should be able to access a copy of the telephone call by making a request under the Data Protection Act for personal information held by anyone. I think that the fact that they hold a copy of your telephone calls is personal information held by them. This is a link to the relevant site http://www.ico.gov.uk/for_the_public/the_acts.as.... The request is under the Data Protection Act as it relates to personal information - not the Freedom of Information Act which relates to non-personal information. Even if you take no further action - except to follow it up and report them if they fail to comply - it will make them uncomfortable.
SusanCrane | ||
| 10 Dec 11, 8:18 PM Godwin UK, 8 yrs |
Must stick to Ibis or just drive if I need a hotel me thinks. God's gift - but don't expect it instantly. | ||
| 10 Dec 11, 8:39 PM x_Thunder_x UK(E), 9 yrs    |
Doesn't have good reviews - but you can only leave a comment if you're stayed there http://www.booking.com/hotel/gb/international.en... ^Thunder^ | ||
| 10 Dec 11, 8:49 PM Sorceror UK(HU), 9 yrs |
I've stayed at the International about three or four times (not in over a year though I think) going to Lash and it's been fine. Superb location, especially for Lash, the rooms are generally cleanish although amenities are limited, breakfast was pretty good, staff were helpful about leaving kit with them after checkout, kink friendly - all taking into account the very cheap prices. I'm sorry you had a bad experience. S.x. | ||
| 10 Dec 11, 9:10 PM Silent_Storm UK(M), 6 yrs   |
How very annoying for you. They resold your room and doubled there money, nice! I will not ever stay there and nor will I in the future after reading this. I have a couple of friends that work in the hotel trade and have described some very sharp practices that go on and there are a few which people arn't aware of. How about getting the card company to do a charge back, I'm sure that would piss the hotel off! *Choose Freedom* Sign up to http://www.caan.org.uk | ||
| 10 Dec 11, 9:12 PM slave_mumble UK(AL), 22 mths |
Cancellation rules i can understand, however its also fair to say they have not been flexible at all, - had they sold the room on after the original call?
There is of course potential for a cash sell on...Something ive encountered when i booked a room late at last minute. (i was told i could have the room if paying cash only). Although of course to clarify im not saying this is whats happened. The original call being key as you had called up to cancel and so if it wasnt made clear you wanted to keep the room then it would have gone. However you are certain you made this clear and im sure you are right, in which case i think the hotel has been unreasonably unflexible - cancelations offering the potential to charge for a room twice... Seems to me that hotels that are very much in demand should offer people half price rooms/refund in case of last minute cancelation if the room is subsequently filled; well it would be a nice touch. Good customer service and being treated well is a minimum expectation, and given you are paying for the room, even if not using it you are still a customer and deserve to be treated with respect. In this case i am sure the room was sold on, and in such a case when you called back they could have been honest and open and offer as a good will offer a full or near full refund. I hope something gets sorted out.
Edited 10 Dec 11, 9:18 PM by slave_mumble | ||
| 10 Dec 11, 9:35 PM MistressFoxx UK(M), 22 mths £ |
Personally by the reaction of the manager I am 90% certain no phone call is logged or recorded & he was full of shit.
I did not cancel the room we asked to change the booking to which we were told we can't & ours had been cancelled & I had been charged. (wanker)
I'd love to request a charge back but unfortunately I paid via debit card so I can't do it  | ||
| 10 Dec 11, 10:16 PM Hanchi UK(SE), 2 yrs  |
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| 10 Dec 11, 10:21 PM Bazinga_Punk UK(CM), 4 yrs |
He probably didn't record it, like the other poster said, under the Data Protection Act he must give you a copy if he has one. I always record conversations with companies if I am having a problem with them. You can do it on alot of phones now or on your computer. You have no idea how helpful people become when you say at the start of the conversation "Just to let you know I will be recording this conversation for my own reference". | ||
| 10 Dec 11, 10:51 PM suspension_slut UK(M), 2 yrs |
I guess you might have already done this but if not can I suggest you contact the organisers of Lash with your experience as they do recommend Hotel International. (Plus a nice bit of revenge if Club Lash stop recommending them as their takings on club lash night would probably go down lol) x |
