Bar 28 (Merton Hotel), Hereford

Hostile & Heartless!!

Following a serious accident on Holiday in Ledbury my Father was rushed to Hereford Hospital. After travelling 3 hrs to be with him, we provisionally booked two rooms @ Merton as we were not sure whether he would be transferred to another hospital or not. Upon finding a skull fracture & subdural hematoma (brain bleed) he was airlifted to Coventry for an emergency Craniotomy, so we subsequently cancelled the rooms later that night.
Whilst waiting for him to come out or surgery the Hotel called to advise we would be charged cancellation fees, to which I advised them to email us regarding this as quite frankly we had more important things on our minds.
Didn't receive any email - just £50 deposited from our account to which when I called to dispute and request a refund due to the nature of the circumastances - the Mangager laughed at me and told me it wouldn't be refunded and basically to be grateful it wasn't the full £50 per room cancellation fee.
I would like to add that after re-iterating the full situation, not once did he enquire as to my Father's recovery which quite frankly I find digusting!
We ended up in a Premier Inn in Coventry (Cross Point Business Park) and they practically fell over themselves to accomodate 6 of us for 10 days and more importantly did not charge any cancellation fees when we ended up returning home a day earlier than planned.
My Father has made a fanstatic recovery, however this situation made an already difficult and stressful time even harder and to be laughed at was frankly an insult to us all!

25 Jul 2013 14:15