This proprieter is totally unprofessional !!!
We booked in for Friday 19th March 2010. We paid a £20.00 deposit by debit card to secure the room a fortnight in advance.
Due to a sudden family bereavement on thurs 18th March 2010 we forgot to cancel the booking.
He phoned us on the 19th at around 9pm and we apologized profusely as that was the first of us thinking of the booking due to the circumstances.
He was quite rude, and informed my fiance that we should have cancelled 40 hours previous to the booking or the full balance is payable (please note that we were never informed about this fact verbally or in writing, it is not even on the website). He said he would be taking the remaining balance of £40.00 for the room from the debit card. My fiance told him that he would contact him the following day to discuss this matter further.
Now being a proprieter myself I know that if you are professional and have terms & conditions then you have to state them in writing or you cannot enforce them at all. If a customer cancels then they lose their deposit, unless stated clearly no other balance should be payable.
At NO time at all did my fiance give this man authorisation to either keep the card details or take any further balances from the debit card.
We discovered the next day that he had taken the £40.00 on the 19th.
My Fiance phoned the proprieter on the 20th and again his attitude was very frosty, insisting that he had every right to take the money since we did not cancel the booking. We informed him that we would be contacting Trading Standards on Monday morning and giving him a bad report on here, his reply being "I don't doubt you will, you can do whatever you like, I couldn't care less"
To me this is THEFT, plain and simple. This man had absolutely no sympathy for our circumstances. Yes it is hard running a business in the current climate, I run a business myself. We did NOT do this intentionally, paying a deposit more or less guaranteed us turning up for heavens sake !!! When you suffer a sudden family beareavent I really think a night out is the last thing on your mind !!!
I think this proprieter should really think about a career change as his customer service skills are terrible. He should not treat any fellow human being like this, he has no compassion at all therefor he should not be dealing with the general public !!!
- Official Description (provided by the hotel):
- The Elm House Hotel is in old area of Hawick the hotel is family run by Stephen, Lynn and family. The Elm serves coffee in mornings in our new refurbished bar. We have 8 Annex rooms which are budget rooms starting at £ 50.00 Per person which is good for workers, walkers and cyclists. In main hotel we have 8 rooms done to a high standard starting from £65.00 Per person inc breakfast. We can cater for bus runs for tea and coffee. ... more less
- Reservation Options:
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- Also Known As:
- Elm Guest House Hawick, Scotland