The Plough Hotel

Inept manager who knows only how to charge one more night's room fee, but doesn't care about losing a long term customer.

My husband has stayed at this hotel 6 days almost every month for business for past 3 years. Yesterday, he attempted to check out at 10:45am, but had to pay one additional night because he didn't advise the counter the day before. The manager said the hotel had got fully booked and she already turned down availability enquiries for that day, so she had to charge for that day.

The point is, if the hotel is fully booked and customers still keep calling in, would there be a high chance that the room could be resold?

My husband will never return to this hotel.

If I was the owner of this hotel, I would fire this manager. In today's competative environment, if the manager does not know how to balance hotel's short term and long term benefit, does not know how to smooth out conflicts of interest between customers and hotel, she would only achieve an all lose situation - the customer loses the room charge, the hotel loses a long term customer, its long term income, and its hardly-established reputation. (Date of experience: Feb, 2011 )