Peter Dijinis

Review of Le Meridien, Gatwick Airport

I paid for my room many months in advance and the ...

I paid for my room many months in advance and the rate I had was nonrefundable, even if I did not show up. My reservation on the internet site confirmed payment to my specific credit card. However, when I checked in I was told that Sofitel had erroneously erased my credit card information and that they had no record of my prepayment. I went to my room, downloaded the internet reservation and went back to the front desk to show that I had prepaid and that nothing further was due at check out. I received several conflicting explanations why I was not charged (for example, even though the room was nonrefundable, Sofitel will not charge the credit card until three days before arrival in case I wish to cancel the reservation). I went to the manager on duty and she could not explain how their website showed that I had prepaid my hotel but that it was erroneous. The next morning, when I checked out, I was told that the hotel confirmed that my room was prepaid and that there was no need for me to pay. I left thinking I wold not be charged twice for the room. I was wrong. A charge of over $220.00 was posted to my credit card several days after I returned. I double paid for one room. I was given highly erroneous information. I was deceived at check out. And, I had actually paid for an upgraded room and lounge access - which was closed during my stay. Well done Sofitel. Let's see if this comment appears on your lofty website.