倫敦黑修士諾富特酒店

還不錯～

我於經由Hotel.com預先付費，於該旅館訂了今年五月10日至15日之雙人床位，該訂位確認號碼為144632036778~係不可退費與不可改訂之保證入住訂房，不需再確認，以上均有我所收到發自Hotel.com的電邮為憑。 惟我於五月10日23:10入館辦理入住時，被館方值班經理告知:該館已全部住滿，要求我第一晚改住離市區較遠(離我次日首站行程地點位於Fountain Square, 121-151 Buckingham Palace Road )且較小的Novotel London Tower Bridge Hotel，他們並同意11日起免費升等我的客房與免費早餐。而我當下立即拒絕並提出我的方案:另選一家倫敦市區的五星級旅館外加次日免費升等與免費早餐，因我只想維持原訂計畫好的行程與交通動線安排(所有大眾運輸系統~Tube的Google Map均已下載並列印妥當在身邊)。 此項令人憎惡的談判計耗時達80分鐘(至11日凌晨00:30)，其間我勃然大怒而摔我手邊的卷宗夾於桌上，荒謬的是:兩位值班經理之ㄧ竟警告我:必須保持風度，否則他要叫警察立即趕我出去!此種商店已預收貨款而拒不交貨，卻要叫警察趕購買者實為天下奇聞，實在是太超過!當時我亦打電話聯繫上Hotel.com英語之全球24小時服務專線(他們的語音答錄告知:以下之通話內容將予以錄音)，該服務人員與我通話後再度與旅館方了解狀況，並確認了我無法順利入住的事實。豈知他不但未協助我向旅館方要求採納我的方案，竟然要求我:聽從旅館方的方案，此種做法顯然違背Hotel.com做生意的誠信原則與標準，實在是太超過! 由於已至凌晨遲而無法達成協議，我被迫接受其安排另住前所提之他館，待我打理妥當上床時已是11日02:20。為趕預訂之行程並避免搭計程車於市區之阻塞(我對該處不熟而無法搭捷運~Tube)，我於05:00起床，前後睡不到3小時，還要再次額外花時間打包行李，實在嘔氣透頂了，而卻是我為期兩星期的英法之旅首日，稱之為「旅者的夢靨」不為過! 我結束度假後於五月25日向Hotel.com反應(其內部之案號為case ID: M-20692190)，我並要求: 1. Hotel.com與Novotel應退還我第一晚之住宿費(台幣NT$6,083.33外加VAT約16%)，除此外，我抵英國後發現它並未對其旅館業課徵VAT(營業加值稅)，而Hotel.com與Novotel對我收取遠較巴黎定房為高之VAT(約NT$7,231.44等同約16%之房價)，是以應一併退還我此款! 2. 由於Novotel London Blackfriars超賣其客房訂位而並未損失分文，他們將持續有誘因從事此類惡劣之行為，我在此亦要求Hotel.com與Novotel賠償此次我所遭受之精神受創(極端的不愉快經驗)與寶貴的度假時間損失! 惟迄今(五月31日)止，並無任何進展以展現其負責之態度!很難想像Hotel.com身為旅館線上訂位之世界級領導公司之ㄧ會如此處理此客訴!

Clean. Comfortable beds. Staff very helpful. We took our small dog and this worked well.

The staff has been extremely helpful, they made our stay nice and easy by promptly responding to our room service and by securing our pool slot. The room was nice and modern. I would definitely recommend.

Traore made our stay so incredible for my boyfriends birthday! Nothing was too much trouble and we even received an upgrade! Will definitely be staying here again!

The whole experience in general was fantastic which was why we came back again. My children don't stop talking about your hotel

Terrific hotel experience from start to finish. Excellent service. Great accommodation. Walking distance to everything. Highly recommended.

Location is convenient. Price performance is not too good.

From the moment we arrived the service and the staff have been the best we have encountered. The reception staff made us feel exceptionally welcome and in fact all the staff have been outstanding. The place is in a fantastic location and the rooms are perfect. We had an excecutive room with an amazing view of the Shard with some first class touches particularly loved the shower it was amazing. This was our anniversary and the hotel staff even laid on strawberries and chocolates beautifully presented on our bed upon arrival. Cant wait to stay again in the future. Thankyou for a first class break.

Good place to stay, convenient location. Sadly let down by breakfast which felt like a school dinner scrum. I chose not to join in.