The Ivory Hotel

Large room with comfortable beds.

Though there were two windows only one would open and very far, accept it was a tilt and turn window. But turn didn’t open far. OK normally but with a hot and humid day and night made it more uncomfortable to sleep. Room smelt a bit smoky or unaired. Glad we stayed on a quiet night in the summer, otherwise you’d find it difficult with the punters down stairs in bar outside.

We were offered a free drink each because they took payment incorrectly from my account and as yet haven’t refunded it.

The payment process wasn’t clearly explained on the website or booking confirmation. They deducted £89.50 off my available balance and left it in ‘pending payments’ so I was unable to access the money. I am still unable to access this money, even though I’ve already paid for the hotel and I’ve already departed. The manager said I have had these funds back in my account but I haven’t. He sent me a photograph of the payment supposedly being returned to my account, it still is not there. I never agreed to anyone taking any payment out of my account nor did I agree to pay by card. Nor did I give consent for them to ‘pend’ the transaction on my card and deduct this from my available funds. I have now asked 3 times for the money back it has been refused so I have no other option than to go through my banks fraud team. This is frustrating and infuriating as it was totally avoidable and would not have been a problem if I’d have got what I signed up to. It takes less than 2 minutes to resolve and as yet it has not been. The hotel have been aware of this issue since Thursday. It takes 2 minutes to resolve