It was my misfortune to book a room at this establishment for 6th, 7th, 8th May this year. I booked at the end of October 2010 to attend a wedding close by. I first of all noticed that instead of the booking fee of £90 being taken they had actually taken £120. I was happy to overlook this, after phoning the hotel, as a mistake, even though inefficient, no big deal. However I noticed a couple of months later that a further £90 had been taken out of my account without my permission. I contacted the hotel and was told that there had been a change of book keeper and hence the error. Surely you trace statements back before dipping into someone's money again just in case they hadn't paid! Also, as I stated above, I had phoned when I realised I had been overcharged the deposit and told them just to leave it to be taken off my final bill. I was now very unhappy about this and insisted they reimbursed me the £90 and also for the additional £30 they had originally taken over and above the deposit. I no longer felt confident in them. I did receive an apology with a room upgrade. To be honest I felt appalled about what had happened and asked for reassurance they would not keep taking money from my account. Unfortunately we are unable to attend the wedding due to an operation that my husband must have and I phoned to cancel and asked if we could be reimbursed our deposit. No-one answered the phone so I left an answer phone message and asked for them to call me back. No-one did, so I emailed them. I received a reply saying they would not reimburse me, I would have thought out of shame of what they had done it would have been a good gesture to appease an unhappy customer. I was told that there had been a power cut on the tuesday evening (I had not told them what night I had phoned). I would have thought the answer phone would not have answered and it not to be possible for me to leave a message if there was a power cut. Not a good experience.
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- Also Known As:
- Friary Manor Kingsand
- Friary Manor Hotel Kingsand, Cornwall