My husband booked a 3-night stay for me and my small assistance dog at a non-refundable rate for £691.91. I traveled from Stockport to Southampton by train. During the journey, I felt unwell, missed my stop at Southampton Central, and had to take another train back. I was scheduled to meet a new friend at the station; noticing my condition, she quickly went to fetch some painkillers and sent her boyfriend to assist me with my luggage to the hotel. At check-in, the receptionist asked for my ID and inquired if the man was staying with me. I responded no. While awaiting my friend's return with the medication, I asked her boyfriend to wait briefly. However, the receptionist mistakenly informed my husband that I had checked in with another man and a white dog, causing him undue alarm. Despite my clarifications and my husband’s efforts to resolve the misunderstanding, the receptionist maintained her incorrect version of events. This misunderstanding escalated into unnecessary drama and a significant argument, prompted by the receptionist’s unfounded accusations. Consequently, my husband and I decided I should return home early. Despite having paid for the room, the manager refused to refund the unused nights, adhering to the non-refundable policy and disregarding the distress caused by her staff. Attempts by *********** to contact her by phone and email regarding a refund for the distress and inconvenience were also ignored. This establishment lacks the amenities typical of a five-star hotel, such as a lobby, bar, or restaurant. Given this, it is difficult to understand their claim to a five-star rating, especially when compared to established luxury hotels like the Four Seasons, Mandarin Oriental, and Ritz-Carlton, or even local boutique five-star hotels. As the manager continues to ignore our emails, we are considering legal action due to the considerable inconvenience caused by the inexperienced receptionist, which led to an early checkout and unnecessary strain on our relationship.
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