My partner and I stayed in this hotel over the Easter period. We have stayed in Belfast many times over the past ten years, but as a treat my partner decided to book us in to this self-styled 'boutique hotel'. Prior to our arrival, my partner had inquired as to whether the hotel had parking. He was assured they had six parking spaces and if we got there early enough there should be one free. However, on arrival my partner was told that there was indeed a free parking space but it would cost us £12 a day!!!!!!My partner made it known at reception that no mention of price had been made over the phone when he inquired about parking. Due to this exorbitant cost, we ended up driving round Belfast City Centre for an hour looking for cheaper parking. We didn't want to park the car on the street as this would mean feeding the meter every morning. We eventually found parking that would cost £10 for our entire stay.
We trudged back to the hotel. On checking in we were then told that as we had no credit card we would have to pay for our stay in full, plus a deposit of £50 per night. This meant for our two night stay plus evening meal in Ten Square we would be paying £375 up front!!!! At this stage we had had enough. The girl at reception was very polite but explained that this was the procedure in their hotel. I explained how unhappy I was with having to pay for the stay plus deposit up front and I would feel better not checking in at all. This was when the General Manager, Kevin Smyth, got involved. To say he made a bad situation worse was an understatement. First off he rather aggressively barked at us that we didn't have to park in the hotel. We explained that we'd already found another car park. When I explained how unhappy I was with paying £375 upfront for a hotel I hadn't even stayed in yet, he became quite nasty. I said I'd prefer to cancel the booking altogether, upon which Mr. Smyth replied "I'd be quite happy for you not to stay in my hotel, Madam." He then said that as we had given less than 24 hours notice before cancelling our booking we would still have to pay for the two nights plus evening meal. Fair enough! But when I asked why he charged a deposit of £50 per night per room he replied, "You could just walk in behind MY bar and steal a bottle of MY champagne." I was gobsmacked and told him he didn't trust his guests very much. This rankled him and then he proceeded to tell me that taking a deposit was procedure and that I "mustn't be very well traveled." I explained that I've stayed in hotels all over Europe, including many hotels in Belfast. He asked me to name which ones!!!!!! When I mentioned that we'd once stayed in The Europa and didn't have to pay a deposit, he told me that his "very good friend Andy" was the Manager there and that they always charged a deposit. So in a matter of minutes he had inferred I was very poorly traveled, would steal his champagne and was lying about having stayed in various Belfast hotels without paying a deposit!!!!! He finally agreed to waiver £50 deposit, meaning we would only pay £50 overall. They still took the entire payment, plus £50 on check in. Mr. Smyth made my partner and I feel awful and almost ruined our stay in Belfast. The other staff in the hotel were excellent, however, we will still not be back. Perhaps we were being naive about the £100 deposit as we usually book through Booking.Com or similar. Upon telling our tale to a junior member of staff, admittedly from our point of view, the staff member apologised but did not seem surprised at the General Manager's behaviour. I've never written a bad review on Tripadvisor before, but I felt so poorly treated by the General Manager's aggressive attiitude to us that I felt compelled to do so.
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
It is our policy to respond directly and privately to all guest feedback however, on this occasion, we feel compelled to respond. At Ten Square we are very proud of our customer service and thank all of our past guests for their hundreds of reviews, however, we do expect reviews to be accurate in their description. We have not and will not tolerate bullying, threatening or abusive language towards our staff. Screaming at our receptionist for simply relaying the charge for car parking and that their credit cards had declined, (which is always sensitive in nature) leaving her in tears, will simply not be accepted. Our hotel ethos is 'Ladies & Gentlemen serving Ladies & Gentlemen'. Our 90,000+ guests over 12 years value and appreciate our unique boutique personal approach to running our hotel.
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This response is the subjective opinion of the management representative and not of TripAdvisor LLC.