Billing fiasco with MacDonald Rusacks Hotel in St. Andrews!…read moreDOUBLE-CHARGED!
$3,415.96 for a four night stay. Still in shock.
Here's what happened:
My travel agent found a deal online. After making the booking, she called their general reservations line add a third person to our room (since I was going to be joined by both my sons).
"One room for three people," she told them, "...and since I've already booked online, please make sure I have just one room."
Just one room...simple enough.
They assured her that's what we had.
I checked in. Got my room. No problem there. Two double beds and a great view.
The shock came as I went to check out.
I asked for a pre-print of my bill. It showed a total charge of 1,701.20 pounds sterling.
When I went to pay it, the desk clerk told me disregard it...here was a SECOND BILL--a total charge of 2,678.20 pounds sterling.
"YOU HAD TWO ROOMS," she said.
What?!
My head reeling, I asked for a manager.
And waited...
Half an hour or so later, the manager finally came.
She explained I had two separate reservations in their computer. One I knew about, and one I didn't.
The computer apparently showed me leaving one room and taking up residence in the other room, for additional days. How weird!
No justification how or why two successive stays would be booked for a single guest. No apology, no solution offered, and she would not reduce the charge.
She just tried to put the blame on my travel agent.
But, I told her, the agent called in advance to confirm, and MacDonald Rusacks never mentioned they had us double-booked.
Nothing to be done, apparently.
I gave them my credit card, and assured them my travel agent would follow up...
FOUR PHONE CALLS LATER, my travel agent STILL has never been able to speak with a manager.
That leaves me no choice but to make this post.
$3,415.96 for a four night stay, for one double room.
For the price, I could have had a suite.
Don't you think the front desk should have mentioned at time of check in, that they had TWO ROOMS reserved for me?
Seems like they should have noticed. Seems like they should have spoken up.
And though I would not normally complain about such things, this billing problem has me on edge, so I will add that the level of service at this hotel is not what it used to be.
The hotel is understaffed. The help is young and untrained. Service in the restaurant and pub excruciatingly slow. Furniture is dusty, the place needs a good vacuum.
We noticed a dead fly on the table on the stairway landing, that actually remained for almost three days. My son and I joked about it.
We overheard complaints from the staff people themselves that they needed more help.
And discussions right there in the hotel parlor, about performance improvement plans for employees.
Good grief.
So sad. It used to be my favorite place.
Not anymore.