Pierre Antoine
January 18, 2024
I booked this hotel to spend New Year's Day there, wishing to book directly I called the hotel and found a receptionist to whom I explained that the rate is cheaper on ******* than on their site, asking why and explaining that I would like to book by phone to which she replies that the rates are cheaper on ******* and that I have to book there to benefit from the best rate (no effort is made, I imagine that she does not didn't have time?)
So I made my reservation. Bad luck: a very big storm breaks out and our ferry is canceled. We are from Normandy, so we plan to come back and I call the hotel to ask if it is possible to exceptionally cancel or postpone my stay because I have no way of coming… to which I am told to see with *******: ok logic. I call ******* who tells me to make a cancellation request to the hotel and that the decision is up to them: it is therefore the hotel that decides. I comply and “surprise” no action is made and it is refused. I send an e-mail explaining the situation, exceptionally requesting action, to which I am simply replied with a screenshot of the T&Cs. I understand the principle of the General Terms and Conditions which we obviously sign when booking, but a little compassion is never too much to ask for, especially at the end of the year and with ferries canceled by a storm. I will never book with them again due to this deplorable customer service. You em
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