Review of Peckham Rooms Hotel 3*

I attach our last email to the hotel: I am extremely unhappy with your response to my email and very disappointed in your dismissal of our experience. On the same evening just moments prior there were other guests in the lobby complaining to the staff about the poor conditions of the rooms. I’m somewhat confused by your final paragraph, appearing to challenge me to leave you a negative review in order for us to discuss this in public? I have contacted you in private by email because it is prudent to allow you to satisfy this matter in private. As a small business it is only fair to allow you to rectify this rather than drag your company name through the mud with derogatory reviews. As advised by the staff member who had told us management would be in touch to issue a refund we left confident that your levels of customer service were as to be expected. However, it would appear you are instructing your staff to lie regarding issuing a refund in a bid to get us off the premises for you to then refuse a refund, this is vile business practice. I do not feel you have addressed any of the issues I have raised with you and find your message unnecessarily convoluted, confrontational and quite frankly, rude, your hotel was not adequate and neither was the room sold to us, there is nothing to dispute regarding this. You yourself were not present at the hotel so your position on the situation is based entirely on what you believe to be true. I have no reason to ‘make this up’, my wife and I booked to stay at your hotel and ended up leaving in the middle of the night to drive two hours home, this isn’t opinion, it’s fact. If there was no issue with the room I would not have done this. Additionally, upon check in we were informed no money would be taken from our account until check out, you have still not even returned the £50 security deposit, which given the circumstances surrounding our request for a refund is a disgrace. Is it best business practice for you to dismiss a customers concerns, provide false information at check in and check out, and claim assured facts based on a situation you were not present for? Your staff member was made aware the noises my wife raised were of a consistent and disruptive nature and were not the sounds of people leaving and entering their rooms, so either they are lying to you or they lied to us, neither of which is a positive outcome. We are not happy with an offer of a discount on a future stay as your appalling responses have not assured us this is an isolated incident, as a matter of fact it would appear you give absolutely no care to whether or not your customers enjoy their stay with you or not, so long as you have their money and their security deposit it would seem! I still hold the hope you will acknowledge the failings of your hotel on this occasion and honour the refund as agreed by your staff member.