Salutation Inn, Velindre, Pembrokeshire
Disappointing customer service.
Within minutes of making my booking, I realized I had accidentally selected the wrong hotel location. I immediately called the manager, Emyr, using the published telephone number, explained the mistake, and asked if the reservation for the two rooms could be refunded. He referred me to Expedia Customer Service, and they discussed the matter directly.
Despite the booking error being reported almost immediately, I was told that only one of the two rooms would be refunded, leaving me to pay for the other. This was an honest mistake, and I contacted them so quickly that I find it hard to believe the hotel was placed at any real disadvantage or lost the opportunity to resell the room.
Policies are important, but so is common sense and good customer service. A little understanding and goodwill would have gone a long way. Instead, I was left feeling that strict adherence to policy—and the opportunity to profit from an obvious human error—took precedence over treating a customer fairly. Unfortunately, that experience means I cannot recommend this hotel.