Hotelgift
View company profile →
Poor communication and terrible customer service
I was given a Hotelgift voucher as a Christmas present and unfortunately had a very disappointing experience. On arrival at the Radisson Blu Durham, I realised I had accidentally booked the wrong weekend. The hotel staff were extremely helpful and advised me to contact Hotelgift immediately, confirming they were happy to amend the booking from their side. Hotelgift advertise a 24/7 instant messaging service, however responses were very slow. After waiting around an hour I was told the booking could not be amended due to a 48-hour policy. I then asked whether the booking could be cancelled or refunded so I could rebook for the same night and was told someone would come back to me. After waiting three hours in the hotel reception with no response and no clear guidance, my husband and I felt we had no choice but to book the room again directly with the hotel at our own expense. Only after this did Hotelgift respond to say the booking could be changed, but at an additional cost of £301 — effectively charging us twice for the same stay. Had there been a timely response, this situation could have been avoided. I accept that the original booking error was mine, however the lack of timely support, poor communication, and delayed resolution turned what should have been a lovely gift into a very stressful and expensive experience.