I booked a family room (sleeps 4) online for 3 of us over a month before our stay date on the understanding that a possible 4th person could be accomodated in our room if required and was told on the phone that this would not be a problem. Two weeks later my friend said she would be able to go to York with us so I called Elmbark to confirm this and was told by a man who didn`t speak English v.well that was fine because I had reserved a room for 4 people and didn`t need to make any changes to the booking. Three days before we were due to book into this hotel I decided to call them and check what the extra charge for the 4th person joining us would be. The 1st lady I spoke too once again spoke bad English and didn`t seem to be able to make up her mind if there was an extra charge or not and eventually said there probably would be!!! When I asked what it would be she coldn`t answer me so passed the phone to another lady. I was then asked for my details and rudely told that because I had only booked for 3 people that they had moved my `reservation` from the family room to a triple room!!! When I told her i`d spoken too 2 people who told me that I had a room booked for 4 people and did NOT need to alter my booking she just said `well u`ve been told wrong and that they should have told me that I needed to change my booking`!!!! I was then informed that the room I booked had been given to somebody else and was offered 2 twin rooms for alot more money! How can a hotel decide to give a room that u`ve reserved to somebody else and emply such poorly informed staff?! Thank god we didn`t just turn up as advised by THEIR own staff! I was so angry that I cancelled my booking and am glad I`m not staying there now if this is how they deal with their customers!! I`ve never complained about a hotel before let alone one i didn`t even get to stay in! I would not recommend this hotel to anyone ,awful customer service!!!!!
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