Staff unhelpful and tried to evict me and my ten year old son on arrival saying we needed a confirmation email off my wife because she paid for our room as a surprise present .
Comment from Hotel Management
Nov 15, 2014 by DIRECTORA COMERCIAL, Hotel Management
Dear Customer ,
First I hope accept my sincere apologies if you interpreted the treatment of the reception staff at your child and yourself as we describe in your comments . It was not at all the intention of staff to convey that feeling. Perhaps the words or phrases from the receptionists were not adequate or were poorly explained . Therefore, first of all apologize .
Take this opportunity to explain and clarify what they requested to you ( and all customers with the same situation ) . When paying with a credit card of another person, which no holder is and is not present , even in the family, it is the policy of the Hotel and especially for safety for people and customers, request authorization via email the cardholder to give us permission to collect stay family, friends ....
Although it is a gift, we must ensure that the person to whom we loaded our services you agree with this, because unfortunately , not the first nor the last time that cards from family or friends who have not consented used with the consequent problems that entails. I hope you understand the reasons for our request.
In the case of credit card from his wife our intention was only to send us their agreement via email . Sorry again that the hotel staff did not properly convey our request known .
And we'll make this again not repeat measures .