2/10 Terrible
James
Business traveller
4 Oct 2024
Liked: Cleanliness
Disliked: Staff & service
Charged Three Times for One Night Stay
I paid for my stay (£415 for one night) *in advance* but at 2:15am during the night of my stay my banking app woke me with an alert to say the hotel had charged me £306.50. I barely slept until 6:45am when I went to question it at reception. I was told that the hotel ran an audit process during the night and that had somehow triggered the charge. I was assured that it would be cancelled. Then, at around 11:30am I got another alert on my banking app telling me they had taken a further £356.50. I was on a course at the British Library and had to leave at lunchtime (when I wanted to be speaking to the other delegates) to go back to the hotel to alert them to the fact I now had over SEVEN HUNDRED pounds pending on my back account (including the initial card deposit of £50). I felt that the staff offered no sympathy or contrition. It's now 11:40am on the following day and I still have over £700 pending in my bank account. I'm really worried because I can't afford that to leave my account.
It completely ruined my stay and impacted on my ability to enjoy and concentrate during the course I was attending.
James
Stayed 1 night in Oct 2024