I recently stayed here with a friend due to attending a concert in the city that night. Having stayed here and in their sister hotel Ricks on numerous occasions with my husband and used the bar and restaurant for both work and pleasure I was delighted when my friend found a deal on "it is on" for DBB for £145.
I looked this three months in advance and all was well. Upon arrival I checked in and was asked for my voucher, which I had not been told to bring with me when I booked. The girls were be helpful a and informed me that it wasn't a problem as I had quoted my reference at the time of booking. But if I did come across it to email it over, if not it wasn't a problem.
The room was lovely as ever and my friend arrived, we had drinks, a great dinner then went to the concert. We returned back, had a few more drinks and went up to our room. What a fabulous night.
However, upon check out I was informed by a staff member at reception, rather rudely that I would have to pay for the room as they did not have my voucher. I relayed the whole story from check and booking to her but she was adamant that I would be paying for a room that I'd already paid for! Apparently they can't claim the money back from voucher companies with out the piece of paper! There was no coming or going with this staff member and I point blank refused to pay for the room twice. I suggested that they continue to hold the security deposit on my card that they did at check in until this matter was resolved. Paid my bar bill and left.
As they were unwilling to do the work, I had to chase "it's on" who on the upside were very helpful and sent me a copy of the voucher which I then had to send back in to Tigerlily. It has left such a bad taste in my mouth, as I was made to feel like I was essentially stealing from them!
I have received an email back from them thanking me for the voucher but no apology is forthcoming, which is disappointing from such a fabulous establishment which I have always held in high regard!
My top tip......don't use voucher websites, just sign up to their mailing list as they tend to do the same offers on there anyway. It appears that their level of service varies if they have a full price customer vs a voucher one.....I've now been both!
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
We are very sorry that you felt your check out ruined your stay with us. An apology was sent on 18th October with a request that you provide us with the best number to contact you on should you wish to discuss the matter further with our General Manager, having not received a response from yourself we understood that you felt our explanation adequate.
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Unfortunately like any other establishment, be it a hotel or shop payment is required upon departure and the voucher does need to be presented. In the event of a customer not being able to provide the voucher, an alternative method of payment is required. It was explained that we would be more than happy to refund this upon receipt of said voucher should you wish to forward this onto us once returning home.
With regards to contacting Itison, we are unfortunately unable to contact them on a guests behalf due to data protection and this is why we asked that you contacted them yourself.
If you would like to discuss this matter further please do not hesitate to contact us directly.
This response is the subjective opinion of the management representative and not of TripAdvisor LLC.