Firstly I would agree with other reviewers, the hotel rooms are comfortable, the staff in general were friendly and helpful and the bar and restaurant, whilst small were both of a good standard.
My issue is simply with the reservations and booking procedure.
I booked to stay at the start of December with a colleague for 2 nights (total of 4 nights). Due to the numerous events in Doha the room rate was high and a 14 day cancellation policy was in place. I had no intention of cancelling and booked a room rate that did not require advance payment, and used my credit card to hold the room.
However when I have reviewed my credit card bill, I find that exactly 14 days before my stay the full amount - of 4 nights accomodation has been charged to my credit card, without permission or any authority.
When I check out of the hotel, I am charged the full amount again. So at this stage I have now paid twice for my accomodation. My colleague had to spend 20 minutes at the front desk trying to check out as the hotel could not manange to understand that someone else had paid for the room, and nearly missed her flight.
I have spent the last 3 days trying to resolve this with the hotel, but with no apology or explanation and only after several emails have they now explained that it will take a further 2 weeks to refund the initial " deposit" back onto my credit card.
So in summary - they have charged my credit card for 4 nights accomodation - before I even arrive in the hotel, again at the point of check out and I will only receive a refund after 2-3 weeks - so in total they have had my money for up to 5 weeks!
I have never heard of anything like this in any hotel anywhere in the world! If you make a reservation using a credit card to hold the room, surely it should only be charged if you cancel the room inside the cancellation policy?
I am now in the situaiton where I am $1500 USD out of pocket and no idea when I will get a refund.
I will certainly never stay in this hotel again as a result of this nightmare.
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
14 December 2011
Dear Customer,
We thank you for taking the time to share your comments with us.
Kindly rest assured that your comments were taken very seriously and we have taken the necessary steps to ensure this unfortunate miscommunication does not reoccur in the future
Please allow me to explain the situation, during the month of December and due to a number of events taking place in the country, the hotels in Qatar were in high demand, therefore as any business entity, we need to secure and reduce the chance of lost business; this explains the enhanced cancellation policies and the different rate structures you have faced during the booking process.
We have nevertheless taken your suggestion to clearly inform customers about the “pre-arrival advance charge” on our cancellation clauses.
As already communicated by our team, we have proceeded with the reimbursement of the amount in question, with regards to the length of reimbursement, kindly note that this is set by the bank not the hotel.
I regret to read that despite your positive comments on the quality of service and friendliness of staff, your overall experience has been negatively affected by this deposit situation, and we do sincerely apologize for the inconvenience that has caused you.
We remain hopeful that you would reconsider your decision and that we would have the pleasure to welcome you back in our hotel.
Thank you & best regards,
Fabien Chesnais
Report response as inappropriate
This response is the subjective opinion of the management representative and not of TripAdvisor LLC