The manager of the place is the epitome of a bad manager. The service of customers is apalling. Because of Ryanair`s change of schedule, our landing time changed so that we were in Liverpool at midnight, which is 4 hours after official opening hours of the reception. We wrote an e-mail about that almost 3 months before the arrival, to which we got no reply. When I called the hotel, the manager told me he had replied (but miraculously the letter could not be found neither in my inbox, nor in my junk box). He reassured us that it`s not a problem and that he would give us a door code and the payment will be taken from my card. We made a booking through booking.com, which said payment on arrival. According to the rules of booking.com, if any problem appears with the card, the owner has to inform the service 24 hours before the estimated time of arrival so that the customer has time to find another hotel or pay in another way. Well, the owner never bothered to inform booking.com, did not answer their phone and only tried to charge my card on the day of arrival. The payment was rejected (which was strange as there was money on the card and the bank said there would be no problem processing the transaction). I called the hotel and the owner started... SHOUTING AT ME. Can you imagine shouting at a customer? I have been working in customer service for 8 years and if I just TRIED shouting at a customer, I would simply lose my job. This guy has NO IDEA about customer service. He HANGED UP on me! Can you imagine? We had to book another hotel in the very last moment, paying twice as much. A normal manager would wait for us or just let us pay in the morning - or at least made an effort to help us in any way. STAY AWAY from The Stalbridge Guest House. Stay away from this manager.
Edited info: It appeared now that he... charged my card for not being there! He could not process my card so he canceled my reservation being extremely rude and now he... took my money!
NEVER, NEVER GO THERE!
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- Also Known As:
- The Stalbridge Guest House Hotel Liverpool