I attempted to make a reservation on the qbic website on 22 June, 2019 for a windowless smart room and prepaid breakfast on the go for two people. I received a fraud alert from my credit card company and was told to re-process the charge. However, I saw on my statement that I had still been charged for my original attempt at a reservation. I let my bank know, and I opened a dispute for the extra charge. A few days before our trip, I received two confirmation emails from qbic. I wrote back immediately to let them know that there should only be one reservation and that there was a duplicate. They obviously still hasn't dealt with this on their end, which I found strange since I figured my bank would let them know about it when I asked them for a refund.
The first issue we had is that there was no door on the bathroom. We had stayed at qbic a few years ago with a room that had a measly sliding door over the bathroom but this was way too much. We walked down and mentioned this to Maureen, the manager, and she said that "none of the rooms have bathroom doors." She and the other employee there made us feel like something was wrong with us for thinking that this was abnormal. In addition, what she said is not true because I know that the room we had before had a door, and I have seen pictures of rooms recently on trip advisor with the same type of door.
The next issue we had involved breakfast. When we went down for breakfast on morning 1 of our trip, we gave our room number and served ourselves breakfast. Morning 2 of our trip came, we gave our room number, and we were looked at suspiciously. The waitress didn't say anything besides "one second", and then went to the manager to tell her something. The manager, Asta, then asked us within other guests' ear shot if we have paid for breakfast. She said that she couldn't find us in her system as having prepaid for breakfast. I showed her my confirmation emails, and the emails only had the confirmation number and price of the room. I only had received one confirmation email initially so I didn't know what the other one said. Basically, the price I paid according to my statement was obviously including breakfast but qbic didn't send anything showing that. Asta said that she can add breakfast to our reservation herself. We say that we want to pay the prepaid online price of 5 pounds per person, and she says "That's a weird price." as if we made it up! Qbic's own website has that listed as the price! That was a very rude comment on her part. We decided to just email reservations about it because it didn't make sense that we supposedly had not already paid for this.
I emailed Stefano in reservations to ask about the reservations. He sends the details showing that both rooms. Both have breakfast on it but it's not clear whether they initially did or that it was an add-on by Asta. Later that day, Maureen is there as manager and sees that our reservation does include breakfast and that there is nothing to worry about.
My bank statement shows a refund for less than we paid. A few days later, I check again, and the refund is there but no charge. I am confused so I email Stefano about it again.
As this whole thing is going on, it is clear that employees are not consistent with the whole breakfast check-in. One day, we gave our room number and were presented with a bill as we were serving ourselves. I told the person that we had already paid for breakfast, and Asta was there, so I asked if she is the one who told him to charge us. He apologized and said that she didn't and that it was just his mistake.
On the morning of day 7 of our stay, we gave our room number for breakfast. The woman there was different and as we proceeded to get ourselves the to-go bags and containers, she walked up to us to say "you have to-go breakfast" and pointed to the little area by her stand with some bags and pastries/fruits.
We told her that we were getting our bags from another area, which we had been using daily, and then pointed to it. She finally left us alone. At this point, we could see that the hotel was trying to make it seem like the to-go breakfast only included fruits and baked goods and not the rest of the buffet.
The last day of our stay arrived, and I made sure that we were not going to be paying for breakfast twice with Stefano. He seemed to be echoing my understanding that I had prepaid for breakfast because he had said that I had paid for the booking costing £778 (which had breakfast in it). I had also checked in with the manager, Maureen, the other day, and she said that we didn't have to pay for anything when we left because it had all been prepaid. When I checked out, the manager (another guy, not sure of his name) said that we had to pay £85. I said that we had already prepaid for everything, and then he showed me the receipt listing all of the breakfast AND a £15 charge for breakfast on top of the daily charge on one of those days! read more