I have never encounted such rude service in my life. I didn't even get to stay at this hotel because my reservation was not acknowledged. I was basically accused of being a liar by the general manager of this hotel. Avoid it at all costs. We had our reservation dismissed by her although I had called the hotel up weeks before and secured a room for the weekend with my credit card.
The employee who initially took my booking over the phone was very helpful, desribing the place as just having been refurbished. She said a double room was available on the first night, but only a smaller single room was available on the second night- so I decided to take the smaller room for both nights to save shifting rooms. She asked me if she could fax over a booking form but when I asked her if she could take my booking with a credit card she obliged, taking my credit card details and name over the phone.
We were there to see Radiohead play their 42,000-capacity gig in South Park, so hotels had all been booked well ahead. I was happy to have had secured a room. Unfortunately upon our arrival the manager there said there was no record of my name there and that reservations were only taken with booking forms- something they obviously didn't inform their staff about. Accusing me of lying, she tried to call her other three staff members on their mobiles and asked them if they remembered taking a credit card booking. She couldn't get through to one of them but still declared defiantly that none of them remembered me. Basically she didn't trust the customer and trusted her staff. She thought I had the wrong hotel. I knew I had the right hotel because I had accessed their Web site, http://www.victoriahouse-hotel.co.uk and called the number directly from the Web site.
Essentially I understand mix-ups do occur but this infuriating woman made no attempt to recifty the situation or try and find alternative arrangements for us. She could have apologised with feeling, or given us some complementary accomodation for next time or something. But no, we were in the wrong, and only she was right.
After my boyfriend and I had a lengthy argument with the general manager, who said that no one was trained to take direct credit card bookings- what are we, living in the dark ages? - we said we would take up our complaints with the proprietor. We tried to call more than 40 hotels for the night of the concert, but all in vain.
We'll also be complaining to the crown/diamond rating system too. And demand a written apology from the proprietor.
Having experienced staff service at this hotel (see review), I hope I won't come across xenophobic when I say the misunderstanding probably took place because their English is simply not up to scratch. I completely sympathise. And you should know that it's probably better that you didn't 'get' to stay: the hotel's no good.
sue.51 05.03.2005 18:47
Sounds a bit of shamble, looking at the 64 ratings on active hotels on this outlet they are not particularly complimentary, I understand the location is superb though. I have stayed at the Victoria Hotel in Oxford, the one referred to below and it is a lovely little place
Sue
polli 08.11.2001 20:44
So much for 'the customer is always right'. Oh well, hope you have better luck next time, polli
Superbly situated in the heart of the city of Oxford, this hotel is just minutes' walk ... more
from the university, colleges and botanical gardens. Wi-Fi internet access is available throughout the hotel. All major shopping centres are adjacent to the hotel. T...
Information:
Price is per double room per night and may vary depending on date booked...
Victoria House hotel is superbly situated in the heart of the Oxford most famously known ... more
as the University City Just minutes away from the University and colleges you can easily explore the Botanical gardens the Magdalen Bridge and the museums All maj...
Information:
Price is per double room per night and may vary depending on date booked...
incl. Breakfast - HRS Rating: 4,75/10 - All our rooms are en-suite with tea and coffee ... more
making facilities, Direct Dial phone,colour TV,hair dryer and Wireless internet connection. Facsimile and taxi booking services are also available. We are convenient...
Advantages: Close to city centre, cheap compared with other hotels Disadvantages: Thin walls, poor/no service, no cleaning, cold shower, paltry breakfast
Advantages: Close to city centre, cheap compared with other hotels Disadvantages: Thin walls, poor/no service, no cleaning, cold shower, paltry breakfast
Jul 10th, 2001
very helpful by (81%):
helpful by (19%):
