I booked a room with a very late check in, as I was coming in on a flight that landed in the early hours of the morning. Therfore I specifically asked in my booking request that the hotel could confirm if this would be ok for me to do this by them sending me a text message, as where I was the internet was very unreliable, and after the booking, I never actually managed to get online again to check emails.
I received no text, (and as it happens no email was send when I checked at home either) and not getting onto the internet again could not book elsewhere, so hoped my request was ok, but when I turned up at the hotel there was nobody there and the door was locked. Being a very small hotel I did not ring the doorbell as I didn't want to wake other guests up, so I knocked the door for about 5 minutes, and also knocked on the window where I could see the reception counter. No answer. She claimed to have waited up to 3.30am, and that I should have rung the bell, but there was definately no-one at reception at 3.45am when I arrived.
When I telephoned just now, as they are trying to say I was a "no-show" and are charging me, the owner/manager was very rude to me, kept interupting me, and when I asked about the instructions to text me she said first of all that they do not have that facility, and so when I asked did no-one at the hotel had a phone that they could quick text me on she replied "I am not paying to send a text to my guests!" So, this hotel, which is a customer service based industry, wouldn't send a text message when a customer had asked for it! Especially when to be honest, how many hotel owners/managers have a phone plan that means they pay for texts? I am fairly sure it would have been free, but even if it were not, she has basically admitted a 10p text was more a concern than a customer?
I am fine with them not be able to meet my requests, or, if she did indeed wait until 3.30, why could she not have texted me to say that either no, it was not possible, or yes, it was fine, just ring the doorbell when you arrive? But speaking to her there was absolutely not even a hint of any kind apology for me not getting my room, she was just extremely rude to me.
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- Also Known As:
- Pymgate Hotel Cheadle