Gästanvändare
4 juni 2025
Previous to our recent break at the At Herbal hotel my wife and daughter had a very good experience of a spa day and recommended the place for a stay We were celebrating my wife’s birthday and paid on 11/11/24 for a three-day break from 18/05/25. We had a little problem on arrival as the room reception sent us to was already occupied. That was quickly resolved,into a room unsuitable for a wheelchair. Please be aware that there are no grab rails , no drop downs, and the toilets are extremely low, and our break began. I am severely disabled with serious food allergies. These were all handled with skill and sensitivity by the staff particularly those in the restaurant. We had a pleasant relaxing time and on the evening of my wife’s birthday staff sang happy birthday and presented her with a cake and a bottle of prosecco. The problem arose at checkout when the staff were adamant that I had not paid in advance. I produced my receipt, and this was deducted from the bill, and I made the mistake of thinking all was done. After I had got into our taxi adapted for my disabled buggy my wife came out to say that the hotel would not let us leave without paying again for our stay. I was in considerable pain and aware our driver had another pick-up soon. So to say the least I was not in a good place to deal with what was clearly becoming a serious confrontation. As a result, I did pay again on my credit card to enable us to leave and the driver to get us home in time for his next job. On returning to our apartment where we had secure wi-fi, my wife got up our statements and these showed clearly that we had been debited for our stay at At Herbal, on 11/11/24. I presented all this again to the manager at the Hotel and requested an immediate refund as he now had a photo of the bank statement a copy of the receipt and a copy of the overpayment. In his email he made it clear “As we already told you our accounting department is checking for the amount “ that this would happen at his convenience and that despite the receipt he was not going to refund our money until his account’s department said so. By this time, I was very stressed and distressed as this was meant to be a little treat for my wife and it had become anything but a treat. Also, as one of my disabilities is PTSD the stress really kicked things off again and that night I was very restless and had to get up at 3:30 to deal with all the hassle going on in my head. The money was ,a week later, refunded to my credit card. I have never received an explanation of how the incident happened. I have not received an apology, especially for the suggestion that we tried to leave without paying the bill, which as a retired minister I found deeply offensive. We have not received any compensation for all that we went through.
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