Poor Communication skills of the Hotel GM

Having spent Valentines Day weekend booked into the hotel, we had unfortunately had to depart on Saturday morning due to a c-19 related death in the family.

We settling the accommodation account, I asked the front desk why we were paying for the Saturday eve stay, despite not being in the hotel since we were departing - I was told that it was Hotel booking Policy and as such the fees were due.

Not wishing to make an issue of this, I requested the duty manager to confirm that my payment is made under duress and I asked that the Hotel GM please contact me to discuss this.

Let me also say that I have every appreciation for the difficulties which the hospitality industry has endured due to lock-down, but at the very least when I request sight of the cancellation policy, it be provided and since the reason is a death in the family, so consideration be entertained in this regard.

Needless to say, it's now almost a month later and despite emails to the hotel, the GM has simply elected to ignore my requests to engage with me....

This now implies that since he is clearly not intending to chat to me, I have very little alternative but to reach out to public social platforms in an attempt for him to now reach out to me.....

I am trusting that this negative review (which I hasten to add is not a reflection of the staff who work at the hotel since they are fantastic) but rather the GM's attitude to both my emails to him and also my request for sight of the Hotels Cancellation Policy.......

Let's see just how effective public opinion can be in this regard. My view is that his / her handling of this matter is a very poor reflection on the Hotel and the efforts of the staff there to always make the stay a marvelous experience...

Mike