I booked 42 the calls for my husband and two children aged 5 and 8 for over the May bank holiday weekend. I booked through Booking.com after selecting criteria which detailed family of 4 and children's ages. At the time of booking I rang the hotel 4 times to check that we would be having adjoining rooms. There was no answer from the hotel despite numerous calls, so I looked at the hotel website which outlined the facilities the hotel offers for families, the main one for me being having adjoining rooms. I rang the hotel again the day before our visit to check, however was informed that we would be in two separate rooms which were opposite one another. I was told that this would be ok as the corridor was quiet, and only kitchen staff used it. To a responsible parent, this is not ok, and after paying £300 for two rooms, I didn't want to be separated from my husband, nor jeopardise the safety of my children. The hotel did try and move us but were fully booked. I therefore explained to the hotel and bookings.com that I felt I had been mis sold the room. The receptionist at The Calls was very helpful but unfortunately was not in a position to offer a refund. The manager of the hotel offered a room on an alternatives date, which was not what we wanted, or they would charge us a cancellation fee. The cancellation fee was charged instantly to my account, with the hotel saying that they would refund if they booked out the room, which they have for one of the rooms. However, I have been charged £89 as a consequence of this fiasco! I am very disappointed in the customer service experience I have had. I spent two hours on the phone between the hotel and booking.com on Friday night. The manager was particularly dismissive and explained that it was my fault that this had happened and that I was fortunate that the hotel was being lenient with me, by offering an alternate date, or potential not to charge the fee if the rooms were subsequently booked out by another person, which was not readvertised after my cancellation, as I checked myself online. The manager seemed to try and get rid of me by saying she was v confident it would be booked, but to me if the room wasn't advertised as available , impossible! Unless it was booked and the hotel ar cashing in on my fee and a replacement booking!
I wouldn't recommend this hotel due to the experience I have had, and certainly wont stay here on my next visit to Leeds. Customer service, very poor, and as a family friendly hotel, recommending it is ok to be in rooms opposite your children, disgraceful!
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
30 May 2012
I was obviously most concerned to read your comments due to the fact that you have not actually stayed at 42 The Calls and experienced the services and facilities that we offer. Additionally, our investigations in to this matter have concluded that at no point was this any fault of the hotel.
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Having phoned the night prior to your arrival to check your reservation made via Booking.com the manager on duty reconfirmed to you the details we had received on the booking confirmation from them, which was four adults in two rooms, with no mention of children or interconnecting rooms.
The Duty Manager offered you an alternative to try and accommodate the requests which had not been confirmed to us, however, as I am sure you can appreciate we were limited at this late stage, as the hotel was already full for the following day and we were unable to offer you a suite or interconnecting rooms which is more suitable for families, of which many of our previous customers have enjoyed.
As stated on your confirmation we do charge a full room rate cancellation fee for cancellations after 4pm 24 hours prior to arrival, to the card used to guarantee the booking. As a good will gesture the manager said if she could resell your rooms she would not charge you the fee, of which she managed to re-sell one of the rooms.
Having spoken to Bookings.com regarding your disappointment, I understand they have refunded you having taken full responsibility and liability for their errors with your reservation which caused your obvious distress.
If you do wish to discuss this in any further detail, please feel free to contact me directly.
This response is the subjective opinion of the management representative and not of TripAdvisor LLC