We recently booked this hotel after reading the reviews on trip advisor, booking the family room with breakfast for next September. Immediately after making the booking I realized I had made a mistake. The rest of this family holiday had been booked by someone else, and I forgot that there had been a venue change, consequently I had booked a hotel in the wrong city! Silly mistake!
I immediately wrote to the hotel to request if we could cancel. I had read the terms of conditions which said not refund for online bookings. However given the situation, the immediate nature of my request, and the fact that the booking was for 6 months time, I hoped for some flexibility and received none (not even an offer of a compromise, such as 50% refund). I am surprised by the inflexible nature of this approach, just a warning to others, you never know when your travel plans will be disrupted and other hotels are not so inflexible.
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
5 April 2011
Dear Madam,
Thank you for taking some of your time to make us share your feelings .
Indeed, I confirm that our cancelling conditions for online bookings are inflexible but they are the only ones, besides, the terms about them are perfectly clear.
If you were not quite sure about your reservation, you could have just made it by Email, Fax or Telephone, therefore, you could have cancelled it up to 24 hours before your arrival.
I would like to add that we study each request before answering and we can be "humane" and, as so, admit that some arguments are, of course, acceptable, while some others are not.
I wish you a pleasant stay in Bordeaux.
Sincerely yours,
The Owner
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This response is the subjective opinion of the management representative and not of TripAdvisor LLC
