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Premium price, but no discretion in a genuine family emergency
Leisure Club and Spa at Macdonald Portal Hotel的点评
点评：I booked three nights for one person at Macdonald Portal Hotel, costing more than £500. I booked through booking.com after the official hotel portal showed a rate and availability but then did not allow me to check out for that combination of dates and rates. I accepted that the Booking.com rate was described as non-refundable.
However, when my daughter suffered a medical emergency, I contacted Booking.com immediately and asked them to approach the hotel—not only about a compassionate refund, but also about moving the booking to another date. The hotel refused to consider either option.
I then spoke to the hotel directly and was left in no doubt that it intended to retain the entire payment regardless of the circumstances, with no date change, credit or other gesture considered.
I understand the contractual terms. My criticism is about the complete absence of discretion or hospitality shown by a supposedly upmarket hotel and golf resort when confronted with a genuine emergency. A premium price and premium branding did not produce premium customer service.
Prospective guests should be aware that, based on my experience, they should expect the terms to be enforced absolutely—even in a serious family emergency and even where they ask merely to postpone rather than cancel.
However, when my daughter suffered a medical emergency, I contacted Booking.com immediately and asked them to approach the hotel—not only about a compassionate refund, but also about moving the booking to another date. The hotel refused to consider either option.
I then spoke to the hotel directly and was left in no doubt that it intended to retain the entire payment regardless of the circumstances, with no date change, credit or other gesture considered.
I understand the contractual terms. My criticism is about the complete absence of discretion or hospitality shown by a supposedly upmarket hotel and golf resort when confronted with a genuine emergency. A premium price and premium branding did not produce premium customer service.
Prospective guests should be aware that, based on my experience, they should expect the terms to be enforced absolutely—even in a serious family emergency and even where they ask merely to postpone rather than cancel.
翻译：我在麦克唐纳波特尔酒店为一人预订了三晚的住宿，费用超过500英镑。我是通过Booking.com预订的，因为酒店的官方网站虽然显示了房价和空房信息，但却不允许我以这些日期和价格进行预订。我也知晓Booking.com上的价格属于不可退款的类型。
然而，当我的女儿出现紧急医疗状况时，我立刻联系了Booking.com，请求他们与酒店沟通——不仅是请求给予通融性退款。这也涉及到将预订日期更改到其他时间的问题。不过酒店拒绝考虑这两种方案。
随后我直接与酒店方面沟通，可以肯定的是，无论发生什么情况，他们都打算全额保留预付费用，根本不会考虑更改日期、提供代金券或其他补偿措施。
我明白合同条款。我所批评的是：一家号称高端的酒店兼高尔夫度假村，在遇到真正的紧急情况时，却完全没有展现出应有的灵活性与待客之道。高昂的定价与高端的品牌形象并未换来同样优质的客户服务。
根据我的经历，潜在顾客应当明白：这些条款会被严格执行——即便遇到严重的家庭紧急情况，即便他们只是请求延期而非取消预订。
然而，当我的女儿出现紧急医疗状况时，我立刻联系了Booking.com，请求他们与酒店沟通——不仅是请求给予通融性退款。这也涉及到将预订日期更改到其他时间的问题。不过酒店拒绝考虑这两种方案。
随后我直接与酒店方面沟通，可以肯定的是，无论发生什么情况，他们都打算全额保留预付费用，根本不会考虑更改日期、提供代金券或其他补偿措施。
我明白合同条款。我所批评的是：一家号称高端的酒店兼高尔夫度假村，在遇到真正的紧急情况时，却完全没有展现出应有的灵活性与待客之道。高昂的定价与高端的品牌形象并未换来同样优质的客户服务。
根据我的经历，潜在顾客应当明白：这些条款会被严格执行——即便遇到严重的家庭紧急情况，即便他们只是请求延期而非取消预订。
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