Z Hotels
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We were finally heard!
We bought 2 double rooms at The Z Hotel Trafalgar through Booking.com for the night of 20/11/21 to celebrate our daughter's 20th birthday. The plan was that after dinner and drinks, she would go clubbing with friends and we would see a show and reconvene at the hotel. She was due to travel down to us in London from Bournemouth first thing on Saturday when we received a call from a friend to say that she'd become unwell; he'd called an ambulance. I called the hotel straight after he'd rang (approximately 9am) to speak with them directly but reception explained I'd need to email their duty manager. In emailing I noted that the hotel was fully booked and felt that they may hopefully have enough time to resell the bookings - check-in wasn't until 3pm. They replied to say that they have a strict policy regarding refunds but that I would be allowed to rebook as long as I made contact within a week. By this time we were at the hospital and learned that our daughter was seriously ill. We stayed by her bedside for almost 24hrs before checking in to a local hotel exhausted to get some sleep. I managed to reply to Z Trafalgar updating them on how grave the situation was, how much stress we were under and that I would submit hospital records to substantiate what I had informed them of already; requesting that I be refunded under theses extenuating circumstances. The hotel replied that I had until March '22 to make a booking or could gift the rooms to friends or family. Our daughter is currently a long-term patient in a hospital over 100 miles from where we live; we will be travelling this distance regularly to see her. We really don't need the extra stress of re-organising our booking, never mind gifting the rooms. We feel that Z Hotel Trafalgar are displaying an utter lack of compassion in not refunding us. We've enjoyed a previous stay at Z Shoreditch and this will be the last time we'll ever stay or recommend this hotel chain again. I feel shattered by their lack of humanity. UPDATE - I received a full refund and a really kind email. Thank you so much.