I was staying at The Rockwell hotel prior multiple times since the very beginning and so far was quite happy with the hotel in general. Keeping in mind the smaller rooms the overall experience was quite OK. Nevertheless for my last experience I would not recommend staying at a place with such ignorance on customer service or goodwill specifically in situations where you have a hard time proving every single detail. In my case I made the mistake to mix booking one using a port…al which I wanted to cancel and one using the hotel website booking form. Since I could not change the HRS booking through the HRS system I called the hotel directly and was informed on the phone that everything is fine and should not be a problem to cancel the HRS booking in favour of the direct one.
This turned out to be a very expensive mistake as I now have to pay the one night cancelation fee for both reserved rooms. And all of this for accidentally forgetting to mention the HRS booking in my e-mail following the phone conversation.
Apologies that for a business person it sometimes happens that you do multiple things at the same time but that is where I expect the company am seeking for service to help and support to think ahead of the customer. So am surprised that the hotel was not able to spot the double booking on the same name.
But last time in this place. Sometimes it is smarter to pay a couple of Pound more and stay in a place which also offers service to customer in cases that go wrong or worst case are able to show goodwill specifically as the amended booking took place a week later as planned.
Very bad feeling left with a loyal customer to get double charged and certainly the last time for me to stay in that place.
So for everyone interested in service all along and after the stay I can recommend the Hotel Xenia across the street. Exceptional service even in situations where not everything runs as planned.
Nevertheless for my last experience I would not recommend staying at a place with such ignorance on customer service or goodwill specifically in situations where you have a hard time proving every single detail.
In my case I made the mistake to mix booking one using a port…al which I wanted to cancel and one using the hotel website booking form. Since I could not change the HRS booking through the HRS system I called the hotel directly and was informed on the phone that everything is fine and should not be a problem to cancel the HRS booking in favour of the direct one. This turned out to be a very expensive mistake as I now have to pay the one night cancelation fee for both reserved rooms. And all of this for accidentally forgetting to mention the HRS booking in my e-mail following the phone conversation. Apologies that for a business person it sometimes happens that you do multiple things at the same time but that is where I expect the company am seeking for service to help and support to think ahead of the customer.
So am surprised that the hotel was not able to spot the double booking on the same name. But last time in this place. Sometimes it is smarter to pay a couple of Pound more and stay in a place which also offers service to customer in cases that go wrong or worst case are able to show goodwill specifically as the amended booking took place a week later as planned. Very bad feeling left with a loyal customer to get double charged and certainly the last time for me to stay in that place. So for everyone interested in service all along and after the stay I can recommend the Hotel Xenia across the street. Exceptional service even in situations where not everything runs as planned.