We had booked a weekend stay in January, with a package that included the room, cream tea, dinner and breakfast. We paid for this to be fully flexible due to a health condition. Well within the amendment/cancellation window we called to reschedule due to a flare up of said health condition, only to be told that there was no availability for us to have that package at a future date. There were plenty of available rooms, they were just not going to honour the deal at which we booked it. The offer was for us to pay more, to get a different package that didn’t offer the same amenities. This is absolutely ridiculous - that’s like buying a voucher for something then coming to use it and not being able to. The one night stay was due to be over £500 so the package in question was hardly cheap. You expect a helpful and honourable service when you are spending this kind of money. It is also not clear upon booking that the ‘flexibility’ is not actually flexible at all… We’ve cancelled the whole thing and will book elsewhere because I can’t justify spending any more money and it not having the things that were included upon booking. They offered us a complimentary room ‘upgrade’ but looking online the room is exactly the same with slightly more floor space, why not just put us in the same room type and offer us the cream tea etc. we originally booked? We were also expected to pay more for this so baffled about how exactly this is ‘complimentary’. Lots of other beautiful places to stay in this area so wouldn’t bother here personally.
翻譯