This is a beautiful hotel in an excellent spot for the Channel Tunnel. But beware…..
In February I wanted two rooms for a night in August; a double and a twin. The double wasn't available so I took a Family room instead. I received no confirmation, so when I rang a couple of days before we arrived to check that the booking was alright, I was a little surprised to hear that we had just a family room. I asked about the twin, and was told that none was available as the hotel was full.
When we arrived, we booked in and were given one key, for a family room. There was again no mention of another room. We had a good meal (though service was dire), and all squeezed a reconstituted family into the family room. As we were leaving early in the morning, I settled up before we went to bed.
Imagine my surprise when an additional charge for £70 appeared on my credit card bill. When I asked the proprietor, I was told that this was for a twin room which I had failed to cancel! A long exchange took place, with Mr Pettit allegedly consulting with the staff member I had spoken to on the phone (who was off on a remarkably long – indeed apparently indeterminate – holiday). However, since he said that if the said junior staff member had in any way failed then he would have to pay the £70, there was only ever going to be one outcome to any such discussions.
Mr Pettit also told me that guests not taking up rooms they had apparently booked is quite a common occurrence at his establishment, and that they are always charged. Perhaps his stated policy of never confirming bookings contributes to this – after all, it is a nice little earner, so why should he change it? It seems, however, that even when his establishment so nakedly fails to provide, he still feels able to charge, and unfortunately, the way credit cards are set up allows him to do this.
I leave readers to draw their own conclusions about the honesty of this practice, and the wisdom of booking a room at this hotel. In the meantime I am pursuing a refund through my bank – though I do wonder whether the courts might be more appropriate, given the sheer brazenness of Mr Pettit’s behaviour.
- Official Description (provided by the hotel):
- We would like to welcome you to the Rose & Crown Inn, Elham. (AA 4 Star). A traditional 16th century coaching inn with our main Restaurant and Bar situated in the main building. Our rooms were once stables from the days when the inn served as a coaching stop on the way from Folkestone to Canterbury. The accommodation is located ideally for visiting many tourist attractions and local sites. Elham is a delightful Kentish village nestled in the heart of the Elham Valley, a popular destination for walkers and cyclists, We are close to Canterbury, Dover and the Channel Tunnel, Ashford International and Sandwich.The pub itself was built in the 16th Century and features oak beams and open fires. The north end of the building used to be the local courthouse, and the first game of Bar Billiards in England was played here in 1935. ... more less
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- Also Known As:
- Rose And Crown Inn Elham, Kent