When it's through booking . com & Great National Hotel Newcastle Under Lyme!!! I had the misfortune of making a booking with the Great National Stoke on Trent for a so called guaranteed price at the beginning of July; on arrival I was told the hotel was overbooked & no accommodation was available. The hotel made alternative arrangements with another local hotel (at more than twice the price of my booking). The management have so far steadfastly refused to talk to me about a refund on the price difference, despite repeated e-mails with proof of booking and invoice for the alternative hotel and phone calls where I have spoken with 3 or 4 different reception staff. A very poor display of customer service. I wonder if it is hotel policy to over book establishments through third party booking sites in order to ensure maximum room capacity and then to ignore customers left out of pocket!!!!!! Anyone else been let down by this one????
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