We planned a family trip away with some friends and arrived on Friday. I made the booking on behalf of the party and added my debit card details on booking, but we agreed to pay on arrival. Our friends checked in early afternoon, and we arrived around 5:30pm and I used my Credit Card to pay for our room. At around 11:30pm I went onto my online banking and noticed that £277 had been taken from my account from my debit card. Each person had paid on arrival, so I went to reception to ask why? Reception staff were lovely but unaware as to why the money had been taken but assured me this would be investigated first thing Saturday morning. The following day I received a call from reception who was very apologetic and advised that there had been a ‘glitch’ in the system and that the refund would be issued which I would receive this in 1-3 days at the latest. I explained that this was our spending money and the reason I had used my credit card to pay for the room was so that I had funds in my bank. I explained I needed the money back as soon as possible to enjoy the weekend but she advised that they had no way of doing this sooner. I asked for cash refund (as was aware some of our party paid cash) as was told that was not an option as they don’t give cash refunds. I asked for a manager and was told they would call me first thing on Sunday. Sunday came and I received no call and reception were unable to refund the money. I called later that day after checking out and was told the manager was not actually back until Monday, so I requested the area manager call me which they said was fine. Monday came and again no call, I rang and was told the manager was back in the office Tuesday and would call first thing and that I couldn’t speak to the area manager. After waiting all morning on Tuesday, I called lunch time and finally spoke to the manager “Jessy”. Jessy told me she was aware of the situation on Friday as she had been the one that checked our friends in and realised at that point the money had been taken from my card. She said as my friends had not paid for the room, she also took payment from them. I was flabbergasted that the hotel was aware of this early Friday afternoon and made no effort to contact me at any point to apologise. Had I have been aware of this, our friends could have just given us the payment for their room rather than paying the hotel. Along with this, I also certainly wouldn’t have made a payment on my arrival. Jessy’s response was “I arranged for the afternoon shift to call you and advise you of what happened”. I am astounded that a manager takes no accountability for the mistake and blames her staff for not calling me, this should have been an instant apology call from Jessy and could have been resolved without the need of a refund. We are now on Wednesday (2 days after I was promised the money would be in by) and other than “sorry I am speaking to the refunds department” I am still no further forward. I also have n
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