I had a very disappointing experience at the White Hart. We did have a pleasant check in experience and a nice meal (we chose to eat here for ease) and even though the room was VERY small, my fiancée and I were only really using the room to sleep in so we were okay with it. Upon check-out however, shocking customer service ruined our experience. I had made a genuine mistake and made the reservation on the app for one, rather than two and when I checked out, I was charged an extra £30 - an amount that made the total cost of the room unreasonable. The “manager” (I didn’t get her name, but with what sounded like an Eastern European accent) flatly refused to listen to my explanation that it was a simple mistake, passively aggressively saying “oh, another person making a mistake”, claiming that the £30 was for an extra breakfast….that we weren’t even staying for!! Given the very small room, the refusal to listen to reason and that we weren’t even staying for breakfast, charging an extra £30 when we had even spent money to eat in the hotel for dinner was absolutely shocking. We went back inside the hotel and ordered food to take away just to try and justify the added cost. The “manager” should be embarrassed at her treatment of guests and hotel ownership should rethink a blanket policy when faced with common sense and customers who have already paid them significant money to dine there. I guess the customer isn’t always right. Avoid.
