"I have never come across a company so obnoxious and unwilling to speak, let alone assist a customer.
I booked this hotel by mistake, not realising there were 2 troubadero theatres at opposite ends of london. Absolutely my mistake, but I called an hour later to try and sort this 8 weeks ahead of the stay. I was told as I booked non refundable rate they would not refund.
I have an autistic daughter that would not cope with a 46 min tube journey after a show, so asked if I could at least just switch to the novotel canary wharf paying the extra. They would not speak to me - so hotels.com kindly spent time explaining the situation to them and asking them to switch us. They refused point blank.
I have tried and tried to speak to customer services and it does not seem to exist. I have even used resolver and they have thus far ignored me there too for the last 5 weeks.
In the end I donated my stay to a family member as no way was I going to let them sell it again, and booked a second room at Tribe, canary wharf for me and my daughter.
Shocking customer service and completely unnecessary. For the sake of a refund or even making more money from me to switch, they've permanently lost a customer and I will tell everyone that will listen how awful they have been to deal with. We stay away alot - and i have never experienced such shocking customer service."
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