Lying about cancellation fee

I am completely disgusted with the service received from the Winston. I made a booking for only one night and I had asked the hotel if they could make the room special for my MD by allowing them to have lunch in the room. The hotel responded that they have room service.

They did nothing to assist in making the room special and making an extra effort to make sure my MD is happy. I expect better from a five-star hotel. I asked the receptionist if I could speak to the Manager. She said he was in a meeting and that I should try and call later. I told her to give him my number and have him call me. Why do I need to chase a manager if I am paying for a service?

I then told the receptionist if she is unable to assist me I want to cancel the booking and get a refund. She said that it is fine I should just send an email. I sent an email and she responded that there is a 100% cancellation charge. This is unacceptable. She should have told me this on the phone when I spoke about canceling.

I would have not canceled and booked somewhere else had I known about the 100% cancellation fee. This deffinitly should have been communicated to me when I phoned to ask about the cancellation.

I already booked another hotel for my MD that was willing to accommodate him for the same price.

I was told that a manager would call me and I am still waiting for a call. This is the worst experience I have ever had with a hotel. They need to work on their communication skills.