I went to Manchester for a workshop and stayed at the Hatters Hilton chambers on the recommendation of the workshop organisers because they had a 3 for 2 nights offer for June. On their website Hatters instructed the public to call to take advantage of the 3 for 2 nights offer. So I called and spoke to a very kind and helpful young woman who took my details and my bank card details so that I could pay a one night deposit. They gave me a quote for the week - at £19.50 per night for 7 nights, minus the one night free through their offer.
I received no email confirming this. So a couple of days before I went to Manchester I called to confirm everything was ok. This time I spoke to a less helpful woman with a possibly french accent who had to check with 'the manager' about the offer - even though they still had it advertised on their website. She called back having spoken to the manager and confirmed that yes I could take advantage of the website. I asked her to email me a confirmation of this, she said she would but did not send any email.
When I got to the hostel, there was another young woman who was very confused by my booking - she first said that on the computer system it said I had paid everything. Then I obviously told her I hadn't - I had only paid a one night deposit. She then went on to charge my for 6 nights. I double checked the price and realised that this did not include the one night off through their offer and explained for the third time that I had been told that their offer (still advertised on their website) had been offered to me. We worked it out together and so I paid the price for 5 nights at £19.50 (1 night already paid over the phone, 1 night free through their offer).
I spent a whole week, 7 full nights and days at the hostel and no one mentioned anything to me. When I came to check out I was told, by a rather grumpy and unhelpful young woman that I still owed £17.50. By this time I had had enough of this lack of transparency and I lost my patience explaining in writing on a paper how I had paid what I owed on my first night. In fact if I owed any more money it would be £19.50 not £17.50. So this random figure was very strange.
Instead of understanding my frustration at having had to go through this now for the fourth time, she simply cut me off, would not talk to me saying she would simply talk to 'the manager' and asking me why I had not left... "why are you still here, I will take this to the manager" she said.
So I left. I now see that Hatters Hilton Chambers used my card details to withdraw £17 on the 6th of August - this was without my permission and of course since they never sent me any emails as they promised I am stuck without any paper work.
This is just to let other potential clients of Hatters Hilton Chambers know that you must get written confirmation of any offers they promise you because this was a nightmare and it is a great abuse of their position to have taken out the £17 without my permission!!!!!!!!
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
After having read this review, I would like to first off express my deepest apologies and also my empathy for the exasperating situation in which you found yourself at our hostel. I have tracked down your booking and been through our records of charges and payments etc., and I would like to offer you some explanation as to what happened.
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It seems first of all that there was some misunderstanding with rates/down payments, as the total of your accommodation stay excluding the discount was £153.50 (£19.50 for the weekdays, £28 for the weekends), and NO deposit was taken (we only take advance payments for bookings over 7 people). Upon booking, a discount of £19.50 was applied, taking the total down to £134.
The girl who then checked you in is our newest member of staff, the date of your arrival being her second day on shift. After going through your booking history, I noticed a further discount of £19.50, understanding that she had seen the ‘3 for 2 offer’ note and was under the impression that she was to apply the discount herself. The outstanding balance on the system was now £114.50, however of course only £97.50 was taken.
As you and our member of staff were satisfied that the correct amount had been paid, there would have been no warning signs to suggest any need to look further into your booking. However (without frustrating you further with explanations of system logistics), I need to add that while we can add charges and discounts to an account balance, a discrepancy between a paid amount and an outstanding amount is not visible until we try to check guests out – and are unable to.
I hope by now I have not lost your interest with the abundance of numbers and calculations. On the 4th August, the staff member who tried to check you out will have been presented with the payment of £97.50, and the actual bill - standing at £114.50. This was the reason for the seemingly random charge of £17.
I would like to stress my awareness that this is a situation inexcusable by system flaws or new staff members - I explain this only for you to understand better what happened. Please get in touch if you would like us to send any copies of receipts, or if you feel that my calculations are incorrect. As a final note, I would like to sincerely apologise for any customer service that you did not feel was 100%.
This response is the subjective opinion of the management representative and not of TripAdvisor LLC.