Brussels’Hotel Bristol Stephanie: Bad Customer Service
 

First, let me say I have never set foot inside the Hotel Bristol Stephanie, so I can’t offer an opinion on the facility itself. What I comment on is it’s management and it’s complete lack of customer service.
I reserved a room at the Hotel Bristol Stephanie through their partner hotel chain’s website (Thon Hotels, Norway). Due to a change in travel plans, I had to cancel the reservation, so I called the hotel directly, several hours before the 6 PM deadline. Inexplicitly, the hotel refused the cancellation, telling me I had to cancel through the third party website. I then tracked down an internet café and did so.
Having essentially canceled the reservation twice, I was surprised to find a full charge from the Hotel Bristol Stephanie on my credit card. Subsequent emails to the hotel’s management produced one brush-off response and nothing else.
Clearly the management of this hotel couldn’t care less about it’s customers unless they’re standing there with Euros in their hands. It’s the sign of a bad hotel, I don’t have to set foot inside to know that.

I think you were the one at fault. When you book over the internet, the cancellation policy and procedure is spelled out. It's your responsibility to follow it.

If you have a problem with the credit card charge, send the booking agency the cancellation confirmation you got when you cancelled over the internet. You did write it down, yes?

I've never set foot inside the Hotel Bristol Stephanie either. But nothing you've posted makes me think they've got bad customer service, and I think it's unfortunate you are trying to give a business and a staff a black eye when the fault was your own.

Hi 63,

Your complaint would carry more weight if this were not the second of only 2 posts, both sent in today, complaining about the Thon Hotels.

How about a trip report?

((I))

It is obvious that this matter should be settled between you and the internet booking office, and totally unfair to charge the hotel management for your misfortune,... or for the inappropriate handling of your own affairs.

I looked at 63Monaco's one other post, which provides a link to the website that 63Monaco claims was so confusing it was impossible to verify, while sitting at the internet cafe, that the reservation had actually been cancelled.

Most people would have then used the telephone number and/or e-mail provided right on the main page of the website to clarify the cancellation.