I have been travelling to Leicester for the last 3 1/2 years, staying on average one night per week. Because of its convenience I have stayed at the Regency rather a lot, and have had the opportunity to work out the ground rules in this quirky place. In other words the good bedrooms, avoiding eating there (awful experieces) and so forth. I also thought I knew all the staff pretty well too. I guess I have spent over £7k staying there, with the balance at other hotels that take my fancy. I view myself as a loyal and long-term customer. Which counts for diddly squat....
Imagine my horror, when cancelling a booking at short and unavoidable notice, that they insisted in charging me for the room as a "cancellation charge". When I asked to speak to the manager to complain, she curtly explained that she was the manager. I e-mailed them both through their website and and also personally. Absolutely no dice - the invoice arrived this morning.
None of this would be so bad if it were chargeable expenses - but as a sole trader this directly hits my pocket. Plus the fact that I know for a certain fact that they are very rarely full, so charging the room fee for cancellation is nothing more than naked profiteering.
So much for customer loyalty - they will not get another penny of my business again.
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- Also Known As:
- Regency Hotel Leicester, Leicestershire