To whom it may concern,
we made a reservation through booking.com in newcastle west hotel & bar from the 2nd to the 4th december. We will arrive to newcastle airport at 12.15 am (3rd december) and will not be able arrive to the hotel until 1 am. i have asked to hotel if it is possible to check-in at that time since on the "description" and "facilites" sections on booking.com, it is said that there is a 24 hours reception / front desk service. As long as i know, one of the main duties of the front desk is welcoming and receiving guests, that is why when i made the reservation, i truly thought that they would be able to receive us at that time. I would not have booked this hotel if it did not say that there is a 24 hours reception service.
i have been speaking to the hotel through booking.com chat and they have informed us that it is not possible to check-in after 10 pm because there is no one at the reception until 2 pm. In that case, reception service is only from 2 pm to 10 pm, which is 8 hours, not 24. They also refuse to refund 1 night due to this discrepancy.
apart from that, the person who i have been chatting with has been very rude and with no professionalism at all. It seemed he/she was being ironic and did not give proper information (plese see screenshots attached to this email).
To whom it may concern,
we made a reservation through booking.com in newcastle west hotel & bar from the 2nd to the 4th december. We will arrive to newcastle airport at 12.15 am (3rd december) and will not be able arrive to the hotel until 1 am. i have asked to hotel if it is possible to check-in at that time since on the "description" and "facilites" sections on booking.com, it is said that there is a 24 hours reception / front desk service. As long as i know, one of the main duties of the front desk is welcoming and receiving guests, that is why when i made the reservation, i truly thought that they would be able to receive us at that time. I would not have booked this hotel if it did not say that there is a 24 hours reception service.
i have been speaking to the hotel through booking.com chat and they have informed us that it is not possible to check-in after 10 pm because there is no one at the reception until 2 pm. In that case, reception service is only from 2 pm to 10 pm, which is 8 hours, not 24. They also refuse to refund 1 night due to this discrepancy.
apart from that, the person who i have been chatting with has been very rude and with no professionalism at all. It seemed he/she was being ironic and did not give proper information (plese see screenshots attached to this email).
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Booking directamente no reclama nada y dice que todo está en mano del newcastle west hotel & bar, el cual le devuelve la palabra a booking. Un círculo del cual no se puede salir.
27 de Noviembre a las 5:33 hs.ResponderIndignante trato no solo por el recepcionista sino también por booking, solo saben echar las culpas de uno a otro, nunca obtuvimos respuesta nuestro problema y nos dejaron literalmente en la calle diciendo que hay “overbooking” cuando la habitación estaba puesta a la venta.
08 de Diciembre a las 6:47 hs.ResponderNewcastle West hotel and bar , si queréis arruinar vuestro viaje … parada obligatoria