Malmaison Hotels
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>VERY POOR CUSTOMER SERVICE…
>VERY POOR CUSTOMER SERVICE **Brighton** I booked an afternoon tea for a baby shower and paid a £10pp deposit. This was asked for when we booked and I was told they would then send paperwork with confirmation.... this was never sent. Unfortunately we had to cancel the baby shower as baby turned up 10 weeks early so mum and baby would be staying in hospital. I gave 4 weeks notice thinking was plenty of time for them to fill the space but when I didnt get a reply after a 3/4 days I resent the email and after a few more days got a reply saying I couldn't cancel as it was a non refundable deposit....I was never told this when booking and never received paper work with T&C or confirmation. I was then made to feel like I had to rebook and give a date straight away other wise I wouldn't get my money (£140) back.... How can I rebook when we dont know how long mum and baby would be in hospital for, they may be in upto 8 weeks! I wasn't even offered a voucher credit to book when was convenient. I had to wait another week for a reply from the events team and only got a reply after I called up from my holiday abroad to try speak to a manager. I was getting concerned as we now only had 2 weeks till the date and meant less time for them to fill the space and we still was no closer to working out what could be done. I finally got told they would refund my money but had to wait 2 more weeks till the end of the month. We are now on 7th August and still not received any money. Was told this morning it would be looked into and would get back to me asap but not heard back since. The customer service has been awful not one apology, No compassion or understanding giving the situation.