Pengguna Tetamu
24 November 2021
I stayed in the Sheraton Grand London Park Lane Hotel from 26th-28th October, I booked and prepaid for my room via a large and well known 3rd party booking site. Check in/check out went smoothly with the check in staff confirming that the room had been prepaid. I supplied my credit card for incidentals at check in and was refunded the charge at check out. 10 days later the hotel illegally took £500 from my bank account with no authorisation and with no prior warning. I contacted the manager who informed me that the hotel and the booking site were having some sort of dispute and in his words he 'charge my card so that he could close the matter'. Naturally I was shocked at this level of customer service but more so at how he could think that it was ok to firstly illegally store my banking information and then to illegally arrest funds from my bank account without even so much as contacting me first. I immediately spoke to the booking site who called the hotel directly and rectified whatever issue the two were having. I was told by the hotel on 6th November that they accepted that I should have a refund and that it would be actioned immediately. That was 18 days ago and I have still not received my funds.
This is horrendous customer service. I am a Marriot Bonvoy member and have never received such poor service at any member hotel.
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