I booked to stay at the Relais Francesca and fully intended to stay. My father took seriously ill and we were forced to cancel our holiday however I (considering the circumstances) completely forgot to cancel/change the booking as we're travelling to the other side of the country, etc.
The terms and conditions of the booking stated that if there was a no-show or cancelled booking within six days Relais Francesca would take full payment for the stay - which I fully accept and accept I should have remembered to cancel the booking.
I received an automated email stating the full payment had been taken from my account, I immediately responded apologising, describing the circumstances and asking whether we could come to an arrangement (i.e. shorter stay in the future for the amount taken or something to that effect.)
I have now emailed Relais Francesca FIVE TIMES and called TWICE with no response at all - not even a 'Sorry Mr X those are the terms and conditions'. Considering the circumstances I think at least a pleasant response would have been appropriate. I understand these small guest houses have business to run, but in my opinion no response at all it terrible customer service.
If this is the level of customer service they deliver when you haven't even stayed with them yet then I dread to think what it's like on arrival!