We booked this one night stay in a double room in June so we could stay over for concerts at Audley end. When we went to check in another guest was being told they don’t have a room for him despite him having a confirmed booking. After the guest explained they needed to be at the concert for 3pm, the receptionist quickly gave him a room, mistakenly thinking he was performing in the concert. We then tried to book in, and again, our booking could not be found. Over the course of the next two hours I showed my booking several times to the receptionist, landlady and then the landlord. I contacted Hotels.com who confirmed my booking and they then contacted the hotel three times to find out what the problem was. Each time ended with the phone being put down and another rant front the landlord who “couldn’t understand what he was saying because he was a foreigner”. By this stage the landlord had told me that he doesn’t even have a contract with Hotels.com so I can’t have a booking, that all rooms were booked by a single group six months ago so they couldn’t possibly have accepted my booking three months ago and that I could have a twin room as that’s all they had left but I would need to pay the new higher price in cash. The receptionist was clearly out of her depth and the landlady, who was very nice, was clearly incompetent, shouting her catchphrase “I don’t do computers” over and over at the receptionist. The landlord however was just a rude, aggressive, nasty piece of work.
We booked this one night stay in a double room in June so we could stay over for concerts at Audley end. When we went to check in another guest was being told they don’t have a room for him despite him having a confirmed booking. After the guest explained they needed to be at the concert for 3pm, the receptionist quickly gave him a room, mistakenly thinking he was performing in the concert. We then tried to book in, and again, our booking could not be found. Over the course of the next two hours I showed my booking several times to the receptionist, landlady and then the landlord. I contacted Hotels.com who confirmed my booking and they then contacted the hotel three times to find out what the problem was. Each time ended with the phone being put down and another rant front the landlord who “couldn’t understand what he was saying because he was a foreigner”. By this stage the landlord had told me that he doesn’t even have a contract with Hotels.com so I can’t have a booking, that all rooms were booked by a single group six months ago so they couldn’t possibly have accepted my booking three months ago and that I could have a twin room as that’s all they had left but I would need to pay the new higher price in cash. The receptionist was clearly out of her depth and the landlady, who was very nice, was clearly incompetent, shouting her catchphrase “I don’t do computers” over and over at the receptionist. The landlord however was just a rude, aggressive, nasty piece of work.
