Falsely accused of Fraud in Wales Hotel
Last weekend I travelled 5+ hours to a gig in Cardiff. The hotel wouldn't check anyone in even a minute early, so reception was packed with 30+ people. I was second in line.
When said my name at reception her colleague jumped in to loudly exclaim: "No. Don't let her check in, this is the lady we were warned about."
He did not address me directly or offer an explanation. When I laughed awkwardly, thinking it was a joke, he said, "We won't be checking you into this hotel today. Your booking has been cancelled. You will have to find somewhere else to stay tonight. Please take your belongings and leave this hotel."
I was completely blindsided. I had paid for my room, not been contacted to say there was an issue with my booking and never been here before so didn't understand this reaction. He would not explain at first, and kept repeating that I am was no longer a customer of this hotel, was holding up the line, and asked to leave.
When I got upset, he eventually voiced infront of the many onlookers that I had made the booking fraudulently using someone elses details. I offered to show my photographic ID, proof of address and proof of payment, but he refused to look at them. I was told it would make no difference as my documents were likely fake, and the decision had been made and there was nothing else to do.
He got his shift manager who also refused to look at my ID, repeated that there was nothing they could do as there was now an active case against me.
He was not just firm, but almost excitedly accusatory and unsympathetic. I think this was the highlight of his career and thought he was publically shaming a scammer, rather than someone who might be a victim of one. At no point did he show any curiosity about whether I was the genuine guest.
I was trying to remain calm, but the queue behind me was getting restless and I walked passed the onlookers in tears and had to get ready for the concert in the back seat of my car.
I had turned up very early that day as parking was first come first serve, so now I had also lost my parking in Cardiff for the weekend too. I was a woman alone, in a different country, with nowhere to stay, nearly £200 down. Based on what I had been told, I truly believed my identity had been stolen, that someone had impersonated me and I was very close to calling the the police.
Upon my own investigation, I realised my confirmation email was missing and eventually realised I had entered my email address incorrectly when making the booking. The booking confirmation had been sent to someone else with the same name as me, who had understandably contacted the hotel because they thought a booking had been made using their details.
I called Customer Services who explained mistakes with email addresses are very common and was not grounds to refuse check-in. They advised me to return to reception with my ID and proof of payment, as those should be enough to verify that I was the genuine guest.
When I returned to the front desk, he at first refused to look at or talk to me. After a solid minute of silence where I thought he was going to call the next customer over instead of acknowledge me, he said "Back again?"
I explained what had happened. I assume my red eyes and evident distress was enough proof that he should at least hear me out as he said he would talk to the hotel manager, but it was unlikely I would be getting a room.
I asked whether, in that event, I would be able to get a refund. His response was, "Probably not." And he left.
When he returned, he acknowledged that the caller had only disputed the email address and that the rest of the booking details did not belong to her. This, they had known all along. He finally agreed to check my ID. My address and name matched the booking, he apologised and I was allowed to check in.
I don't understand how my ID immediately resolved the issue when he initially refused to look at it? Especially after repeatedly saying there was nothing he could do AND saying there was an open fraud case against me that he was unable to override.
Also, my telephone number was listed on the booking. I dont get why I wasn't contacted when the allegation was first made?
I understand the hotel must investigate suspected fraudulent bookings, but NO investigating was done?? I was treated like a criminal and was given no opportunity to explain myself.
I was not pulled aside by a receptionist or manager and explained the situation, I instead was ambushed and publicly humiliated when this could have been easily resolved had they allowed me one minute to provide proof.
I've spent 3 days replaying this incident in my mind. I was so embarrassed. I spent the day coming down from the panic of thinking I had my identity stolen, and the humiliation caused by the way I had been treated. I stayed the night, and instead of spending the next day in Cardiff as planned, I drove straight home still in tears.
What are my rights to ask for a refund/compensation for the way I was treated here?
Is there anything else I can do aside from lodge a complaint with head office?
I want someone held accountable.