Had a very unfortunate experience yesterday with t...

Had a very unfortunate experience yesterday with the front desk manager yesterday morning (July 10 2016) at the Pullman Hotel Kings Cross. We had been staying at the Novotel Excel in Docklands for the previous four nights, and had arranged with the friendly front desk manager there at the Excel for us to leave our baggage at the Hotel Pullman (which is also part of the Accor chain) prior to our train journey later that day. He had telephoned the Pullman the evening before and had said it would not be a problem. The Pullman is very close to Kings Cross and we had a train to catch later that day, so it would have saved us a trip back to Docklands. When I arrived there with my wife and two children we were given a very frosty greeting and told by the manager that this was a most unusual request and that he would have therefore have to telephone the Excel Novotel. There was a different manager on duty at the Excel that morning and he could not confirm that the arrangement had been made the night before. So instead of using his discretion and simply believing the customer, this manager decided that he would not to allow us to leave our suitcases at the Pullman. I simply could not understand his attitude. He was basically implying that I was lying, Not only that, but we had to wait a good thirty minutes while he telephoned and spoke with his line manager and colleagues at the Excel. I was so incensed that I took a photo of him with my mobile camera to send to his manager with my complaint. He become very upset and said that he would call the police there and then unless I deleted it in front of him. My children were getting quite upset at this time so I did as he asked. Well Novotel, you have lost a very good customer, and for what? Poor communications and a little common kindness, courtesy and acknowledgement that your customer might just be right.