Nice hotel and location. Problems with billing,
Posted Sep 19, 2016
Hotel was fine, but on your booking site it stated breakfasts included. I printed out your confirmation which, although it did not say room only, neither did it confirm breakfasts included. Therefore on checking in I asked and was told they were included. (We would not have taken them otherwise.)
On checking out we were asked to pay for the breakfasts as they were NOT included. I queried this, and we paid for the room only and were told we would be contacted by the manager re the charges after we got home (we were checking out at 6am). A phone call did come, which was not from the manager but a member of staff, but the matter was not resolved satisfactorily The manager was too busy in the cellar to speak to me, but said basically that, ok, pay nothing but don't try and book with them again because they would refuse me. I was absolutely gobsmacked at effectively being blacklisted for raising a genuine complaint. I never refused to pay for the breakfasts, but felt we could reach a compromise. I have written directly to both the manager and Great Western. Not very happy.