I stayed at this hotel in May for one night. Although I had already paid for the room in full when I booked the room online via Hotwire, upon check-in the hotel staff insisted that I pay for the room again when I checked in, despite my having the print-up confirming my payment in full. Since I'd have nowhere to sleep if I did not comply, I paid a second time at a rate that was even higher than the one I'd originally paid for the room.
From the next morning, I immediately tried to get the hotel management to rectify their mistake. Hotel mgmt ignored my repeated phone calls, emails and attempts at contact. Eventually I had to use a solicitor to force the hotel to refund my double-charge, and VISA had to force a charge-back from the hotel. It has taken 5 months for me to get my money back (that's over 4 months of the hotel ignoring the issue, and 2 weeks for solicitors and Visa to resolve the hotel's mistake).
This is completely unacceptable behaviour from a so-called professional business, and the long delays in resolving their mistake and their attitude whilst doing so shows what customer service, customer experience and customer comfort really mean to this hotel - nothing.
I would strongly advise against anyone staying at this hotel. I will certainly never stay here again.
- Also Known As:
- Hyde Park Premier London Paddington Hotel London
- Hyde Park Premier London Paddington Hotel
- Hyde Park Premier Hotel London
- Shaftesbury Paddington
- Hyde Park Premier London Paddington England
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