The Hotel withdrew £120 from our card after we left for body wash and cream already in the room!

soolin

As above, I’ve stayed at many hotels where they have large Full size items in the room, although they always have a notice on reception or on the booking in form that says something like ‘ we know you will love our toiletries and if you would like to take some home they are £10 each but please ask at reception for new ones as the charge is made even if you take the ones from your room’. It’s phrased in a more polite way than that, but basically warns there is a charge, it’s the same for bathrobes. 

sheramber

Our first surprise was the free breakfast that came with our room order did not come with eggs, sausages, beans, or mushrooms- all those are extras . 

Ws the booking not for continental breakfast included?  


£120 seems a lot for small bottles of toiletries.  How many were there?

adonis

I wouldn't want to use a refillable container if other guests have used it, it is not hygienic.

https://viewfromthewing.com/marriotts-move-to-bulk-toiletries-is-already-a-disaster/

[Deleted User]

Initiating a chargeback without first complaining to the hotel is just going to result in the hotel disputing it and taking the money back. Why didn't you complain at the time with all the problems? Get an itemised breakdown of this £120 charge

Stealing or staining sheets/towels is a different matter - people do weird stuff like dye their hair in hotels

jon81uk

This picture shows full size soap bottles, i can see why they would be charged if taken away, but £120 is ridiculous.




Just spotted "Use the following link to book direct to get 20% off our Best Flexible Rate and a free continental breakfast." 
that says free continental breakfast so if that is rate you used, then yes hot items would be an additional cost.

sheramber

i don't think it is reasonable to use toiletries to 'wipe down rooms'.

if you had left the empty bottles they would have seen you used it all.

As you disposed of the bottles- which they say are recyclable ( presumably they refill them for each stay ) - they assume you took full/part used ones away with you. So they have charged for the containers as well as possibly the contents. 
How many containers were there?

I have stayed in a hotel where they had  full size toiletries but they were fixed to the wall to prevent you removing them.

krissy08

Thanks all.
Update- After several phone calls- I did get through to the Hotel accounts team and they conceded that it was an unfair charge as I wasn't informed toiletries were chargeable especially as the rooms were not cleaned during the stay. Full refund paid.
Re my bank- After the advice on here, I reported to them and was told as I paid with a debit card I wasn't entitled to charge back or section 75. I called the financial ombudsman and they asked me to log it as a complaint with the bank and come back to them if there was no resolution.
3 days later my bank credited me £100 from my complaint due to the misinformation provided. All in all pleased with the result

krissy08

@comeandgo
there's always some snide comment from some one who feels better than everyone else. I also have stayed at many hotels and was very certain you can't charge for things you have not informed the guests not to take- you can climb back on your high horse now. I am glad I challenged the charge and got the refund. Using toiletries in the room of a luxury hotels has never been an issue- we are not talking bathrobes, slippers or towels.

Grumpy_chap

We've just returned from a luxury spa hotel and quite surprised at the way "because of COVID" is used as a catch-all excuse for simply appalling service.  I was also charged a £50 damage deposit, which I've never been charged by any hotel ever before.

It is time now that hotels find a way to risk assess providing a proper service as the situation with regard to COVID is not going to change meaningfully for a very long time, so the service they can't provide now can't ever be provided.  It was noticeable that the hotel we stayed at was able to provide close-contact (but chargeable) services (massage) but could not provide (normally included) housekeeping during stay or provide the complimentary car wash "because of COVID".

adonis

Grumpy_chap said:

We've just returned from a luxury spa hotel and quite surprised at the way "because of COVID" is used as a catch-all excuse for simply appalling service.  I was also charged a £50 damage deposit, which I've never been charged by any hotel ever before.

It is time now that hotels find a way to risk assess providing a proper service as the situation with regard to COVID is not going to change meaningfully for a very long time, so the service they can't provide now can't ever be provided.  It was noticeable that the hotel we stayed at was able to provide close-contact (but chargeable) services (massage) but could not provide (normally included) housekeeping during stay or provide the complimentary car wash "because of COVID".

Make sure you leave a review on trip adviser, I wonder if they do a thorough clean between guests.