“Rude, dishonest and arragant manager. Dirty hotel.”
On arrival into Chester I attempted to book into this hotel, big mistake! Although the hotel smelt very dirty, it was quite late in the evening and I had been travelling most of the day, and the price was reasonable. On trying to make a payment, the manager very abruptly told me my card had declined, and turned me away. Knowing I had more than enough cash, I walked further into the town and checked into another hotel which wasn't a problem. I realised a few days later that this hotel (The Belgrave) had taken the money which apparently declined. I challenged them about this, with a statement printed from the bank, only to be told that it wasn't their problem - and are still refusing to refund this money for two nights stay which never took place.
With my work, I travel all over the country and stay in a number of hotels. Never have I come across such an unprofessional and arrogant service as this.
There are a a few hotels on the same road as this. Same price range, and worth their weight in gold when compared to this sham of a place. Avoid at all costs.
Rooms in any hotel apart from this are better. Avoid.
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This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
4 June 2012
You entered the hotel and came to the reception to book in and pay for your booking, unfortunately your card you gave (which was different to the card details give when you made the booking originally) was declined twice, on both occassions we gave you the customers copy from the PDQ machine for your file. You were not turned away, you asked where the nearest cash machine was so that you could withdraw the money out, which you were told was in the train staion, you said that you would go and get the money out of the machine so we kept the room for you for your returned. As you did not return we debited the card details which we had.
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When you did return to the hotel, a few days later, I asked you why you didn't return, and you replied that you booking in somewhere else, I asked why you didn't inform us, and you said didn't think, but you wanted to know why we had charged you. I informed you that as you made your booking through a online booking agent, and they have a cancellation policy, which you should have been aware of and I told you that the company charges commission on all bookings and that if you call that agents you booked with and asked them to waver there commission then I would refund the money back to you, you said that did not want to do this, but eventually you did so, the company did tell you and also rang me and told me that you were NOT entitled to a refund, but as a good will gesture we would refund the money to you, which was done for you.
As for the hotel and rooms being dirty and smelly, how you can say this as you where only in the reception area and did not go in any of the rooms. We are a very bizzy hotel, all are rooms are cleaned daily and are inspected on a regular basis.
This response is the subjective opinion of the management representative and not of TripAdvisor LLC