“A very nice hotel which could be better if the staff had more delegated authority.”
Very nice receptionist and bar staff. A very pleasant room with a view. Sadly, no one has given the very efficient and pleasant receptionist any delegated authority to sort out booking issues. Because of a fault with not showing me a successful booking, I ended up booking our room twice. Still there was no indication the bookings had been accepted. So I booked direct with the hotel. However fifty minutes later it was clear I had booked three rooms. So I rang the hotel and was told no, they couldn’t cancel it, I had to cancel . The logic, I pointed out, was that I could not sleep 8n three rooms on the same dates. I had already sent a request to cancel two of the rooms, but it took a while to get a response. When I did, said they would ask the hotel to cancel as it was their prerogative. My bank confirmed the hotel is the name they would be paying. Catch 22. So I showed this to the receptionist on arrival. She said she was not authorised to cancel it. So for three days you had two rooms you could have let but because of bureaucracy did not. The following morning the receptionist spoke to and with their verbal ok they were cancelled. We like your hotel group, have stayed in the Duchess of Cornwall and have looked out for your hotels in places we are going. But, hey, the modern world is bad enough with Bots and call centres. What works for you is real people on-site at your hotels. In the end, apart from raising my blood pressure a tad, it didn’t hurt us, but it will damage your group’s image, I would suggest, if you don’t learn to delegate. Your receptionist/manager in Lyme is clearly very able. Trust her to do the correct things rather than the ‘computer says’ things and she would, I suspect, find life easier and you would have happier customers. Kind Regards, J.Mounter, MA. 07932-065038
JulianHá 5 dias