My experience at The Biltmore London has always been excellent, which is why I usually choose to stay there whenever I visit London. The hotel itself is beautiful, the service is generally very good, and the location is perfect.
However, during my most recent stay, something very disappointing happened that I have never experienced at any hotel in any country I have visited.
I placed a room service order, and the bill came to £68. When the room service employee arrived, he asked whether I wanted to pay by cash or card. I initially said card, but then he asked whether I had cash instead. I told him yes and paid the full amount in cash. I also gave him a tip.
To my surprise, when I checked out, the same amount was still charged to my account. I informed the reception staff that I had already paid in cash, but they told me the payment had not been recorded and that the amount would be deducted from my deposit.
Had I not been in a hurry to catch my flight, I would not have allowed myself to be charged a second time.
I sincerely hope the hotel management investigates this matter properly. They should be able to identify the room service employee involved and review the invoice, which was number 146.
This situation was extremely unprofessional and disappointing, especially from a hotel of this standard. Based on this experience, I strongly advise future guests to be careful and avoid paying in cash unless they receive proper written confirmation immediately.
