The management's service awareness is abysmal, and the service and complaint handling were extremely disappointing. Their attitude was arrogant, showing no empathy for the unexpected situations faced by guests, and constantly using hotel policies as excuses to shirk responsibility. This was, without a doubt, the most infuriating and disappointing hotel experience I've had in many years.
I had booked a twin room for 4 nights, from August 13th to 16th, and it was fully prepaid. Later, I realized I had made a mistake and requested to cancel the entire order or modify it to reduce it by two nights. After several communications, the hotel firmly refused, which I understood, as it was my fault. So, I told the hotel that if I couldn't stay for those days, I might have a friend stay instead. But I never said I wasn't coming at all.
On the evening of August 13th, I arrived at London Gatwick Airport, only to find that all trains from the UK to Cambridge were temporarily canceled, preventing me from reaching the hotel. I contacted the hotel, requesting to cancel only the night of August 13th, but this request was also denied.
I had plans in London afterwards, and with train delays, I finally arrived at the hotel late on the night of August 15th. I was then informed by the hotel that my reserved twin room was no longer available, and they only had a single room, but could add a small extra bed for us. I was utterly bewildered at that point. I had paid for 4 full nights, yet I couldn't get the room type I booked. Moreover, we were assigned to a corner room in a remote location, and after a long day, we had to walk quite a distance to reach it. That night, my 17-year-old daughter and I had to squeeze into a small room with an added temporary bed, which was a terrible experience.
The next morning, I spoke to the Assistant General Manager, hoping to resolve the issue amicably. However, they claimed the hotel thought I wasn't coming and wasn't aware of my exact arrival date, stating that I needed to proactively inform them of my itinerary and arrival time, and that the hotel was not obligated to proactively contact guests to verify information or hold reserved rooms. The only solution they offered was to switch us to a twin room on the evening of August 16th.
On August 16th, I was in London during the day, planning to take a later train back to the hotel. Without any prior notice and in our absence, the hotel directly swapped our room and assigned us to room 444, a number considered highly inauspicious for Chinese people.
Throughout this entire ordeal, the hotel consistently prioritized its own policies, showing absolutely no empathy for the unexpected difficulties faced by guests. Furthermore, despite paying for 4 nights, I only stayed for 2, and even then, I couldn't get the room I booked. The management's level of service awareness is truly frustrating and infuriating!
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