Booked to stay for 2 nights under standard best available rate. Unfortunately was unwell and needed to cancel so did so via website at around 6 am the day of my due arrival. By 8. 20 that day I had no cancellation email so telephoned the hotel. I was informed that I would be charged the first nights stay cost. I quoted the cancellation policy on the hotel website which clearly states that there is no charge if the room is cancelled before 2 pm on the day of arrival when booked under the best available rate. The lady concerned did not appear to believe me and told me the policy was to charge unless the room was cancelled by 2 pm on the day before arrival. Despite my reading the information on the website to her she maintained that she could do nothing but
charge me for one night. I then asked to speak to the manager and was eventually put through to him. After some complex explanation of the exact web page title on which I read the
cancellation policy he accepted that the web page did state that if the room was cancelled
before2 pm on the day of arrival no charge would be made. He could not explain why the website
information differed from the information staff had on their screen against my booking. He said
he would look into this and called me back between 2 and 2.30 pm with an explanation. No call arrived so around I rang the hotel and the receptionist told me she had just left a message on my phone explaining no charge would be made. No explanation why the duty manager had not called me when he said he would. She explained there would be no charge as it was a mistake on the hotels part. I expressed surprise that she or the manager had not had this problem before. She said she did not know why this was the case and that they were speaking to head office about the cancellation policy.
I was upset as I have stayed in this hotel several times and love it. The staff and facilities are excellent. However my review on this occasion is poor due to the booking/cancellation experience. I urge other people to contact the hotel to review the cancellation policy if they feel they may have been incorrectly charged following a cancellation at this hotel. NB I have expressed some parts of my rating on my previous experience of this hotel as I did not actually stay there on this occasion.
- Official Description (provided by the hotel):
- Perfectly situated in the heart of historic Bath and within walking distance of the major attractions and city centre, Macdonald Bath Spa Hotel is one of the leading five-star hotels is this popular destination. With years and years of history behind its wall and rich in character, the history is subtly complimented by modern facilities and amenities such as a relaxing spa and outdoor hydrotherapy pool. The food at Macdonald Bath Spa Hotel is simply outstanding and awarded two AA rosettes for quality and service in the popular Vellore Restaurant. Unwind overlooking the fabulous grounds with stunning views over the city. For that extra special treat, consider booking an Imperial Suite with its very own butler service, one of the best ways to stay in historic Bath. ... more less
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- Also Known As:
- Macdonald Bath Hotel Bath
- Macdonald Hotel Bath
- Bath Hotel Spa
- Macdonald Bath Spa