I booked this hotel for a one night stay on 23/04/2014, through hotels.com in good faith. Unfortunately my children were ill and I had to cancel 2 days before arriving. I was covered with the free cancellation policy provided by hotels.com. It clearly sated I could cancel my stay, without incurring a charge, up to 23:59 on 21/04/14 and I cancelled at 17:15 hours that day. I received confirmation of the cancellation from hotels.com, stating no charge would be made. A few days later I checked my online banking and noticed £149 had been taken from my account by Carlton hotel. Firstly I emailed hotels.com, 3 times, but received no reply. Then on Tuesday 29th April I rang The Carlton Hotel and explained the situation to the receptionist that answered. He advised my stay was booked for 22/04 and therefore I'd cancelled too late... Not the case I replied! Definitely booked for 23/04 as I have confirmation email in front of me from hotels.com. He than agreed that I shouldn't have been charged and that he would have to speak with the manager to arrange refund. He asked me to call back after 10:00am. I rang back and spoke with the manager, who pretended not to know what I was talking about to begin with. Then admitted his colleague had discussed it with him but I was wrong and I needed to have cancelled my room by 23:59 hours on the 20/04. I again advised I had an email with the time and date clearly stated from hotels.com. He then advised they don't follow that policy. I asked if that was the case why had they not sent their own email advising me of their policy after my booking details had been sent to them. He was extremely rude and bluntly refused to return my money. Even after I'd explained I'm a single mother and could ill afford to lose £149 out of my weekly budget. The trip was an Easter treat for the children and my mum was going to pay for the hotel when we arrived.
I spent numerous hours on the telephone to hotels.com and even after speaking with them he's refused to refund my money. My case has been escalated to the hotels.com London area manger to try and sort out but this could take up to 7 days. In the meantime I've sent 2 further emails to the Carlton hotel manager appealing to his better nature and asking for my money to be returned as I have no money in my account until next Tuesday. I have received no response.
Why a hotel would do such a thing is beyond me. All I can say is be very careful if you've booked and given card details as a guarantee and then unfortunately have to cancel. They will charge you no matter what. They still haven't provided me with any proof of their actual cancelation policy and I believe they make it up as they go along. He's an awful obnoxious man, who doesn't give a damn about doing the right thing by a young family.
I'm very glad I didn't go to the hotel to be honest as if the manager is anything to go by, it's a very unfriendly place to stay!!
- Official Description (provided by the hotel):
- With a free internet kiosk and a 24-hour front desk, this hotel offers continental breakfasts and traditional rooms. Carlton Hotel B&B is situated in Pimlico, just 300 metres from Pimlico Underground Station. The bright and airy bedrooms each have a private modern bathroom with a hairdryer. All rooms have a TV and work desk, and tea/coffee facilities are also provided. Light continental breakfasts are served daily in the spacious dining room at Carlton Hotel. Breakfast options include fresh coffee, fruit juices and a selection of cereals. The Carlton is situated in the Belgravia area, just a 15-minute walk from Westminster Abbey. Buckingham Palace, big ben and london eye is a 20-minute walk,Victoria Place Shopping Centre is 600 metres away. ... more less
- Reservation Options:
- TripAdvisor is proud to partner with Agoda, Expedia, Booking.com, Hotels.com, Hotwire, Orbitz, Travelocity, TripOnline SA, Cancelon and HotelQuickly so you can book your Carlton Hotel reservations with confidence. We help millions of travelers each month to find the perfect hotel for both vacation and business trips, always with the best discounts and special offers.
- Also Known As:
- Carlton Hotel London, England