Having recently attended a friends wedding at the hotel, I have been left totally dumbfounded and infuriated by the incompetence of the staff and the lack of desire to resolve issues caused by themselves.
My girlfreind made the booking for a two night stay of which I joined her on the second night, the booking was made in her name and under her card, however during our stay we decided to take advantage of the room service at 02:30 am.
The food arrived and we were told we would have to come to reception to swipe our cards as guarantee for the food, as I was in my dressing gown I then had to get dressed go to reception and have my card swiped while my food was getting cold.
The receptionist then tried to swipe for a value of £50 not the actual value of £34, which I used my card for as a GUARANTEE only.
The following day we did a fast track check out and left. I checked my bank balance 2 days later and the Hotel had withdrawn a total of £232.00!!! this value was more than the funds I had available and consequentially I have been fined from the bank for going over my limit.
I immediately raised the issue to the Duty Manager by phone, he advised that the payment was made by my girlfreinds card not mine and implied I was lieing.
He advised I would need to re-visit the hotel with a bank statement to prove they had made a mistake? I asked about the fine and was told that its not the hotels problem as they would not be aware of my funds available so would not be compensating me for that, he then proceeded to cover the mouth piece of the phone so he could deal with another customer! He closed the phone call by taking my details and saying he would look into the problem and call me.... he did not.
I then approached the hotel a week later with a bank statement and was served by an Asian lady who was the duty manager. She was incompetant to say the least and had to be helped by someone she was supposed to be managing in order to identify THEIR mistake. She was unable to proces a refund until she spoke to the person responsible for making the withdrawel but assured me she would call me to do so.
I asked for her Manager "Serge" to call me upon his return to the business to discuss compensation for :
1. The fine
2. My time in resolving their fault
3. My fuel for resolving their fault
4. The general inconvenience caused by their fault.
Over a week has passed and I have not received any communication...... to some them up, the stuff that dogs emit from their rear holes
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- Also Known As:
- Hilton St Anne`s Manor, Bracknell Hotel Wokingham
- Hilton Hotel Wokingham
- St Annes Manor Wokingham
- Hilton Wokingham
- Wokingham Hilton