Stayed at this hotel on the 15th February with my partner after booking with an itison deal ... We had originally booked our stay for the 11th of January but on the morning of our stay unfortunately suffered a family bereavement. I telephoned in the morning around 9am and after being transferred several times I was informed by a well mannered woman it would be possible to rearrange my stay. After expecting to loose my original booking I was more than thankful at the kindness and ease at the way the woman "put my booking in the system". However when I arrived on the 15th of feb I was greeted by a flamboyant young man who after checking our booking said that no in fact or booking was down as a no show for the 11th of January! I informed him that I had phoned that morning and cancelled to which he replied that there was no problem with the booking system and that we could pay for a room again out of our own pockets .The way in which this member of staff spoke to me had me in tears as he basically said I lied about rearranging my booking and told me I had lost our money and that I should have remembered the woman's name I spoke to our had an email confirmation! I was not aware that I needed email confirmation for a rebooking nor was I aware of the woman's name on which I spoke more than one month after the date of which I was originally meant to stay! The mans attitude was absolutely appalling and I should have been given access to a manager immediately not a receptionist who could not have cared less! After requesting and waiting in tears for a manager I was finally given a room, I could not fault the manager or the way in which she dealt with the situation and my review in no way reflects her or the other members of staff! The room however was ok we had two twin beds pushed together which was not ideal and the room was stuffy and the curtains and walls were dirty. We had actually arranged this trip as we were intending looking into booking a wedding at this venue in late 2014 and although the venue may not have been large enough we had intended on booking a considerable amount of rooms for our guests although honestly after the service I received it ruined my whole experience of the hotel and training staff on customer service or basic politeness is not a difficult task! I have also read similar stories on trip advisor and do indeed believe there is a problem with the booking service and not my head as the young man at the desk would have lead you to believe!
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- Also Known As:
- Grand Central Hotel Glasgow, Scotland