We had a prepaid, non-refundable reservation at this hotel. Unfortunately, our flight from Inverness to London was cancelled due to Storm Amy, and we were forced to stay an extra night in Inverness — a situation completely beyond our control.
We had a prepaid, non-refundable reservation at this property. Unfortunately, our flight from Inverness to London was cancelled due to Storm Amy, forcing us to stay unexpectedly in Inverness — something completely beyond our control.
We contacted the hotel through Hotels.com, who also tried several times to reach them on our behalf. Despite all attempts, the property never replied — not even to politely decline our request.
I fully understand that a non-refundable booking has clear rules, but in cases of force majeure, most properties at least show some understanding or basic communication. Here, there was none.
Even if they had chosen not to issue a refund, a simple response would have been enough to show respect for their guests. Sadly, this lack of empathy and professionalism left a very poor impression.
I would not stay here again, and I would advise future guests to be aware that customer service is completely unresponsive in unexpected situations.