The worst hotel experience I ever had!
I made a booking at your hotel on February 11, priced at £1040. However, I canceled the reservation on February 18, well within the cancellation window, and proceeded to make a new booking at a lower rate of £858 for the same dates. I received confirmation emails for both actions, confirming the cancellation and the new booking.
When I arrived at the hotel, I was alarmed to find that I had been charged the original £1040 rate for the canceled reservation. Over the past two weeks, I have spent a considerable amount of time and effort attempting to resolve this issue with both the hotel and Expedia. Despite providing clear evidence of my cancellation and new booking, the hotel has refused to issue a refund for the extra charge, offering no valid explanation.
This situation has left me extremely frustrated and disappointed. The lack of accountability and poor customer service is unacceptable. I have stayed in numerous hotels globally, and I have never encountered such a disregard for customer satisfaction. I strongly urge you to resolve this matter promptly and issue the full refund for the incorrect charge. This experience has significantly tarnished my perception of your hotel, and I hope you will take immediate steps to make it right.