I booked a four night stay for my father in December, however, a few days before the check-in date my brother in Wales was taken seriously ill and my father had to remain with him in hospital.
I contacted Booking.com and explained the situation, who advised me that although Harrow Inn had the 'right' to charge me the full booking fee, in the face of a medical emergency, they may be understanding and not utilise their 'right' and so I was told to contact the accommodation immediately and explain the situation.
However, when I contacted their management and explained the circumstances I received ZERO understanding. I quoted the Booking.com advice and their options in regards to their 'rights', which perhaps due to the cancellation being a medical emergency they may wish to show compassion.
What I did not expect were cold and stern replies, and what I would rate as terrible Customer Service. The two following quotes are taken directly from their email replies...
"Yes, we have the right and we will use it"
"This is our final response"
The unsympathetic replies from Anton, being their admin contact, caused upset and anxiety to an already stressful situation, being both frosty and callous.
My father obviously stayed with my brother in Wales and we received no refund or compassion surrounding the booking.
In light of the extremely poor, unprofessional and non-existent customer service, we could not recommend anyone to book into Harrow Inn if they treat all their customers in this way.