OnAir40070107984
April 22, 2025
I booked this hotel months in advance as a surprise weekend for my partners 30th, alongside spa treatments for us both. However, a few days ago I received a phone call from St Brides saying that I needed to ‘either rebook or cancel’ due to an issue related to their refurbishment. I was understanding, and more than willing to rebook. However, the only options I was given were to either pay for a more expensive room or choose the next available weekend, which was several months away and kind of defeats the purpose of a birthday surprise. This response felt completely unfair. Why should I pay more for a room I did not choose? Why should I rebook to a date months and months away when I booked this so far in advance? Not only that, but to not even be offered a gesture of goodwill, nor met with any kind of compromise or flexibility, or even a small discount on the more expensive room. I would have probably taken any token to be honest! This all really shocked me - especially considering their reputation, and that we were going to be using their full range of services! I very much got the impression that this was just an inconvenience for them, with no real consideration for the impact on guests - except for the superficial ‘gosh it’s awful for us all but there’s nothing we can do’ type of response - and it seemed they just wanted me to cancel to go away. I am extremely disappointed, and quite upset. Now my partners 30th surprise has been ruined, and their conclusion was that they were ‘sorry I made the decision’ to cancel. This wasn’t my choice at all. Sorry to inconvenience you with my booking St Brides.