2/10 Mediocre
16 de abril de 2025
Awful customer service
I checked into EXMOUTH BEACH HOTEL for a one-night stay but had mistakenly booked for the following night instead of the intended date. I had travelled from London and hoped the manager would be understanding enough to change the booking.
Initially, the manager refused to help because the booking was made through hotels.com. He advised me to contact hotels.com directly. Fortunately, hotels.com was helpful and promptly confirmed they could refund my room and change the booking. They said such changes are common if the hotel agrees, and they’d call the hotel to get their permission.
As I waited, the manager at the reception refused to change the booking, saying I’d have to book twice and lose £60 I’d already paid. Despite my pleas, he remained adamant, citing the non-refundable nature of the room.
Since there were rooms available for both nights, the choice of the night wouldn’t have mattered. However, I had to return to London without accommodation and missed work the next day because I couldn’t afford double the cost for a single night.
This was an innocent mistake, and I’m sure anyone else would have been sympathetic and moved the booking. I’ve never received such cold and dogmatic customer service. I wouldn’t recommend staying here while this manager is still in charge.
Mark
Mark, viaje de 1 noche
Opinión verificada de un huésped de Hoteles.com