Pengguna Tetamu
31 Januari 2023
We chose this hotel due to its fantastic reviews. But, frustratingly, we never got to experience it as they seemed intent on giving our booking away. This is the first review I've written, but felt compelled to ensure others don't experience the same thing. We booked via a website which requires no payment upfront, with the option to cancel for several weeks prior. We registered with a Lloyds Mastercard, with an excellent credit rating, used to book multiple holidays previously. Booking was confirmed via email, so we then bought flights. Several hours later they rejected the credit card without explanation. We spoke to Lloyds who said they saw no reason why it would be rejected and suggested trying again to see if it was a technical issue. The same happened again. We contacted the agent the next morning who said that they would speak to the hotel to keep the booking open and try a different card. At 2.45am that night, whilst asleep, the hotel then cancelled the booking (no warning) and made no attempt to contact us to try a different payment method and gave our booking away to someone else. So we were left with flights booked but no accommodation. Despite no payment required in advance. We gave the hotel the opportunity to resolve the error together. The hotel wasn't obliging or understanding. They even claimed that they'd tried 'everything possible' to keep the booking open; they didn't - as a quick call / email to try another card would have resolved it immediately. They then recommended two other hotels as alternatives nearby which, it turned out, were also unavailable on those dates. A very frustrating experience, which could have been easily resolved with a bit of patience, communication and customer care. Shame - they've lost a customer and gained a negative review. Hopefully though a bullet dodged for us, despite the time and inconvenience caused.
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