Our Online reservation experience with Brocks left a rather bitter after-taste that almost destroyed our confidence with online (website) booking for other hotels in England.
We made a booking for a family room in Brocks Guest House through “visitbath.co.uk” along with 10% advance payment. We received the booking confirmation by email (after the usual checking for room availability) from "Visitbath", and our credit card payment was received and acknowledged.
A few days later, to our horror, we received the following email from Richard of Brocks,”I’m very sorry but we are fully booked for the dates requested. ..(we will) request a refund of your 10% deposit.” We were rather distressed, because we had received booking confirmation, made deposit payment in advance, and cancelled tentative bookings with other hotels.
We wrote to Richard to: 1) express our concerns about the poor integrity of the booking system, 2) get refund on our deposit, and 3) get an explanation of how a situation like this could have happened.
Instead of getting a reassuring response, we received a rather patronizing response from Richard,”It's called HUMAN ERROR, I do apologies but these things happen.” I couldn’t believe the response I got, so I had to telephone Richard just to hear Richard’s incredible explanation for myself, and to convince myself that Brocks Guest House isn’t just an internet scam. The phone calls cost more than my cash deposit, but I had to do it, otherwise this would’ve destroyed all my years of confidence in online hotel bookings.
We got our deposit returned eventually, only after several anxious weeks of enquiries via email and telephone calls from half way across the world.
If customer service starts at the point of reservation, I’m afraid Brocks Guest House FAILED MISERABLY.
- Also Known As:
- Brocks Guest House Hotel
- Brocks Guest House Hotel Bath
- Official Description (provided by the hotel):
- Our elegant Georgian home was built by John Wood the younger in 1765, and is ideally situated in the loveliest part of Bath between the Circus and Royal Crescent. We aim to offer you comfort and personal attention. We will gladly help you plan your stay in Bath, giving guidance with visits, tours and routes. Our rooms are beautifully decorated and very comfortable with all the expected amenities of a 4 gold star guest house. ... more less
- Reservation Options:
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