Really terrible customer service, and a policy that actively prefers that you go and spread Covid to their staff and guests.
My mother and I both tested positive for Covid-19 the day before the trip. We phoned the hotel on the Friday morning to see if it would be possible to change the date because we were schedule to stay on the Saturday night, and they said that they should be able to help "as it's Covid" but that the change request had to come through Trip.com. We made the request through Trip.com in plenty of time but didn't receive a response from the hotel until Monday morning, at which point they said that we hadn't notified them and they'd held the room for us and turned other people away, so they were unable to accommodate our change request.
They also added that, per UK Government policy, we were free to enjoy our leisure activities. So they would actually prefer that guests attend the hotel and use the facilities with Covid than offer alternative dates.
They misled us about the help they might be able to offer, left it too late to respond so that we were unable to even offer the room to friends, accused us of not letting them know when we did so by multiple channels in plenty of time, and have a policy that actively encourages people to go and spread potentially severe illness and prolong a pandemic.
0/10 would not recommend.
自動翻訳