Comment from Hotel Management
31-May-2019 by Damien , Hotel Management
Unfortunately as you waited to change your booking (A reduction of 3 days) until your day of arrival the booking was locked in with Expedia and our channel manager. This meant I had to spend quite a few hours on the phone to the US and eventually got hold of a phone number for you to call to give authorisation to reopen the diary at our end for the dates you no longer needed to stay. Despite this and having communicated this number to you Expedia didn't receive the call and the diary remained blocked.
Also on your arrival day you wanted to pay cash even though we'd already taken payment by card two weeks earlier and the money was in our account minus the processing fees.
I can only assume that these issues are the reason for the low review score as the property is highly rated across different channels.
Having applied the refund despite our diary being blocked for the nights you were refunded, there isn't really a whole lot more I could have done on my end.
That said I apologise for any negativity may feel regarding your stay as reflected in your review score.
We take customer service very seriously which is why we applied the refund. I might add that given the circumstances most hosts/hotels would have refused to refund you for the reduction in booking length even if the diary had have been reopened and definitely wouldn't have refunded the booking with a blocked diary on a bank holiday weekend.