The Hunter Arms Hotel

Hi and thank you for contacting me to enable my business to respond.
Initially I was contacted by the groom who had met me at the hotel and spoke to me a few times by telephone. I explained that it was important for him to get his friends credit card details because all the rooms were booked on his card and if one of his guests did not attend his wedding then the room would not be refundable and would be charged to his card. I felt he understood this thoroughly. He assured me that his guests would contact me prior to the wedding with their own personal credit card details or on the day of his wedding as they checked in. Unfortunately this either was not carried out and offered or incorrect details were given such as Ms P card which was later declined when attempting to charge the card. Her Res # ***. So on a busy day when the hotel was fully booked and a wedding was taking place my staff had to follow up and ask the guests who had not paid for correct card details. Although I am not suggesting the following in this case but our hotel has been burnt many times so we are now more careful because unfortunately this is a frequent occurrence with wedding parties - due to the hectic atmosphere and embarrassment of asking, it is usually left till the morning and then the guests check out and are never heard from again. And of course it is not worth the time and money to sue somebody over $73 which was the reduced rate instead of $95) that I had offered the whole party. Also it was not just this guest who did not give correct card details, it was a few of them. Maybe the groom may have forgotten to tell them. Maybe they believed the groom was paying. I do not know but I did not want to charge all the rooms to him so I discretely approached the guests whose payments were outstanding. This was after the pre wedding drinks, after the service/ceremony and later in the evening. I believed there had been enough time passed for people to offer to pay so I decided to ask them instead. A couple of people were very helpful and it was not an issue with them at all. The third person, who I recognized from her ID given at check in was Kelly *** who seemed to be avoiding me, she was dancing so I waited in the back ground for her to finish. I then asked her to come to one side, and she was not happy but I explained the situation to her. She instantly said she was not going to pay. When I asked why not she said she didn't like it. That was her reason to me. This totally surprised me because this room #*** had been recently renovated with brand new furniture and it was new and really pretty. I was also surprised she had not instantly come to me if that was the case. Ms *** had called me the day before to arrange an early check in for 10am or 11am. I explained that most guests do not usually check out until 11am so this would not be possible. I let her know that 1pm would be possible and we would make sure hers was the first room cleaned. So Ms *** had arrived at the arranged time, 3 hours prior to normal check in time of 4pm. She had used the shower, used the free toiletries, changed for the wedding, clearly used the room during the afternoon and early evening, and when I approached her at 9pm she informed me she did not like the room. This is not acceptable. If she had come to me when she first saw the room I could have arranged to change it for another room, I would have offered her a refund (if she had paid of course) there are many things that can be done early on but not at 9pm when it is impossible to get cleaners in and to be able to re-rent the room. When she raised her voice to try to intimidate me I simply said I would call the police to deal with this if she insisted she was not paying. She then came into my office and paid. I did not have problems with any other guests outside of the wedding party, who were staying at the hotel and I am sure there was no problem with my system as she is implying. I have no idea why she would say a ridiculous thing like I know all the locals and to be careful, as I am have only been working here a little over a year and do not know anybody, I work incredibly long hours and rarely leave the hotel so that to me says more about her than me. Room number #*** was used for approximately 8 hours.

Good Day,
I have hopefully covered everything previously, that needs to be said and do not wish to have an ongoing discussion as time is money. I stand by what I stated but I am still not pleased that it has come to this. I am very proud of my team and our excellent customer service. We are a small hotel with a small staff and any problems of this nature literally wipe out our profits, it is already a hard market to survive in with companies such as Air Bnb now ruling the market.
As Ms Peyton has given way to 50% I will also be happy to concede and offer a 50% refund to her.