I had booked a weekend stay for my wifes birthday, however was told by e-mail 2 days before our trip that the hotel was closed for 3 weeks due to flood damage.
In the e-mail it said that "The booking deposit you have paid will be refunded directly to your card." I was disappointed, however I presumed that it was beyond their control and thought by the wording of the mail that my booking had been cancelled. I then got a call 2 days later asking if I wanted to rebook a different date or cancel. I thought this was strange as the mail had made out that my booking would be cancelled. I asked for it to be cancelled and presumed that the deposit would be refunded straight away as it was a laser card not a credit card.
Fast forward 4 days and I send a mail asking where my deposit is and am told that I can take up to 10 days to process.
In my eyes this is not good enough and I felt that the least the hotel could have done to alleviate the disappointment of having your weekend away cancelled at the last minute was to refund the money straight away.
Anyway in the end it took 16 working days and numerous e-mails to have my deposit returned. The reason for this I was told was "Unfortunately you were the only guest who the system missed on the list of auto refunds."
It seems coincidental that out of 1200 refunds (a number given to me by the hotel) that I was the only one to be left off the refund list after complaining about the delay.
Anyway, this experience underlines the fact that some people should definitely not be in customer facing roles.
- Official Description (provided by the hotel):
- The Fitzwilton Hotel,is located in the heart of Waterford City Centre and only 50 metres from the city's main train and bus station. The hotel also offers free on-site parking and FREE hi-speed WI-FI. All the city's main attractions are but a brief pleasant stroll from our doorstep. The hotel comprises of 90 sumptuous rooms and suites, each individually designed and decorated to the highest of standards. Many of these large spacious rooms offer the unique feature of floor to ceiling windows which give stunning views of the river Suir and the cityscape. Dining at the Fitzwilton is an easy option - Restaurant Chez - K's, as originally proclaimed by the Bridgestone guide to be a "must - do restaurant" in Waterford is simply not to be missed. Renowned locally and further afield for its stunning dishes and most famously for its mouth watering steak dishes, this restaurant will satisfy the most demanding of palettes in the most comfortable and enjoyable surroundings. If you fancy an after dinner drink, relax and unwind in the funky Met Bar. With soft leather lounges and modern lighting and art features, the Met Bar serves an array of quirky cocktails, international wines and beers and serves a delicious bar menu throughout the day and evening. The hotel is located in the very heart of Waterford City so everything you need is but a short walk away. So if you are coming to visit the world famous Waterford Crystal factory, walk the beaches of Dunmore or simply want to explore the delight and history of the 'oldest city in Ireland' you can be guaranteed of doing it in style at the Fitzwilton Hotel. "We look forward to welcoming you." Room Description: All rooms at the Fitzwilton hotel are en-suite and come with shower and bath facilities. Boasting some of the largest rooms in the city, the hotel offers a variety of rooms types such as: Double Rooms - comprising of large double Bed, Twin Rooms - comprising of large double & Single bed, Triple Rooms - comprising of three single beds. All the above rooms are extremely spacious and among the largest in Waterford City. ... more less
- Reservation Options:
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- Also Known As:
- Fitzwilton Hotel Waterford