We stayed at the hotel on Friday 28.12.12. When we arrived we were greeted by a miserable receptionist called Laura, not really a pleasant welcome but she continued to check us in, she checked us in and asked for our card to pay for the room, to which I said I was under the impression it had been paid for, she abruptly stated that it had not. I started to check my emails as I was sure I had, she then just said 'my bad, it has been paid for' no I'm sorry for the confusion!
We were then given room keys and off we went. The hotel itself was fine and had all the facilities we required and was clean. We were off out to a local event so we did not spend much time in the hotel.
This led to our check out, another great encounter with Ramada staff, it was the lovely Laura back on reception, well actually she was on her way out with another member of staff to what I assume was a quick break but as my partner was in front of me she did not see me walking behind she saw my partner make his way to the reception desk and as there was no other staff, rolled her eyes at her colleague and make her way back to the reception desk to serve him. To which her friend waited next to her while she served him. She again greeted us in an abrupt manner and stated that the card details that she processed last night was declined so she needed to process again. Confused as I was under the impression we had paid already, waited patiently while she tapped card details in again....no she said its not going through, she looked at us and said you booked with a travel agent didn't you which I agreed and then just slammed her hand down took our key cards off us and muttered to her friend but clearly loud enough 'can't check them out because it won't let me' really not my problem!!!! Nor should I even know about it!!! We then walked away with no goodbye thank you hope you enjoyed your stay, just a miserable face - clearly Laura shouldn't work in customer service!!!
I then left feeling so angry about this, and quite confused with all the fuss, I checked my bank balance as we left and to confirm we had already paid for the hotel stay via a travel agent...so I can only assume she meant the card details from the travel agent...not our card details.... 15 mins after we left the hotel lovely Laura rings me on my mobile stating that they payment for the stay hadn't gone thru...I said I have just left the hotel what is going on. She said ' oh I thought this was the travel agent' ON A MOBILE NUMBER???????? Oh my this woman just gets worse!!! This woman should not work in a hotel, nor should she work in any industry that involves dealing with public unless a company is prepared to invest some time in her in guest satisfaction and guest service....really overall disappointed - I work for a large hotel company so I know what is expected....this place is shocking. I have wrote an email asking for general managers details but to my expectation - no reply! would rather pay extra and get the service! Will never stay at a ramada again!
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- Also Known As:
- Ramada Birmingham North Cannock Hotel Cannock
- Ramada Cannock
- Cannock Ramada