Guest User
December 22, 2023
I always think you can rate a hotel by the way it tries to resolve issues. Well the Ham Yard hotel totally fails in this respect. As much as it pains me to write this review, my experience today has left me no choice but to write it down. My family and I booked to use their bowling alley online and I paid full price for 4 adults as they don’t offer booking for children. However, I remember that children bowl with a discount. Two days before the booking they emailed to ask if I had any questions and I asked this very question. Tumble ****. Nothing. So I waited until the day and asked at the desk. They confirmed children bowl with a discount and the desk staff said he would follow up and get back to me. Fine. His manager then appeared and asked her. Sorry there’s nothing we can do, we can’t refund you. Next time book 2 adults and then pay for the children when you arrive. I was frankly astonished. Everywhere can process returns. The only thing stopping you is reluctance. I told her this and she said I should contact reservations. Seriously? I went upstairs and asked at reception. No there’s nothing we can do. At this point I was incredulous. We’re talking £20 and nobody can process a discretionary refund? They call somebody else. I’ve now spoken to 4 people and I’m being treated like it’s my fault. Why didn’t I book by phone I was asked, then we could have booked you in for 2 adults and 2 children? Because they explicitly tell you to book online! Unbelievable. Sorry there’s nothing we can do. It’s not even that much money, I was purely persuing it as we’d been overcharged. I told them as a regular customer of their hotel, the bowling alley and their restaurant it was really very poor that a) they couldn’t refund £20 and b) that their attitude was very ‘can’t do’. For any American readers here, if you want an example of poor British service this is it. They won’t attempt to go above and beyond to rectify any situation. Find a better hotel.