Date of stay: July 2020
We made a room booking for a wedding in July which was had to be cancelled, so I sent the hotel a cancellation email on 11 February.
A member of their staff rang me on 30 June and I informed them again that the booking had been cancelled
On 30 June I resent the cancellation email
Hotels were only allowed to reopen on 4 July so our booking for 3 July would not have been valid anyway.
Despite this they have charged my credit card for the full stay.
I requested a refund on 8 July and was told somebody would ring me back on 9 July but they failed to do so.
Every time I speak to them they say somebody else is dealing with it and fail to acknowledge that they are a hotel, not individuals - get a system whereby you can see what is going on.
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
Response from The Limes Country Lodge Hotel, Other at The Limes Country Lodge Hotel
Responded 21 Jul 2020
Hi Brighton9, I am sorry to hear that you have experienced issues with your room booking. I do have to advise that although hotels were not operating until 4th July, we as a business were still operating providing much needed accommodation for Covid Essential Workers who had to move out of there own homes in order to continue working whilst shielding there own families. I'm sure you can appreciate that we have had to operate on skeleton staffing during the Covid pandemic which therefore means we have taken slightly longer to come back to people and carry out certain tasks. Especially whilst still seeing to and accommodating some of our fantastic NHS workers. We do fully acknowledge that we are a Hotel as I have explained above, I think this shows our commitment to the Hotel side of our property. Apologies if this has lead you to believe that we are a terrible organization. If you would like to discuss your problems further please do contact the Owner who will be happy to talk this through with you. Kind Regards, The Limes Country Lodge Hotel
This response is the subjective opinion of the management representative and not of TripAdvisor LLC