I hope you are doing well,
This John Girgis from Arriva Hotel in London
One of the big hotels in your website as we are 75 bedrooms hotel 2 stars. We have been working with Hotel Assist since more than 3 years now.
we have business over 10.000 pounds a month with hotel Assist. we are a nice hotel never had complaint from any customers before about any of the staff or the rooms.
on the last few months we started to charge 3.50% extra charge for customers who pays by credit cards, it mean each 100 pound 3.50 pound extra for those who wish to pay by visa,but in case of paying by UK debit cards or paying by cheques or cash it will be no extra charge at all.
This policy is been published to the customers on check in they know about it and we don't surprise them or trying to give them hard time with this thing.
And as the bank charge the hotel for each transaction about 2.50% + VAT we put this in total of 3.50% on the customers, and this is a hotel policy and legal 100% with a permeation of the Bank manager and Camden council and also the business rate knows about it as many hotels started doing the same.
On the 8th of june I received a fax from Loiyd,enquirey about this charge I replied by email on the same date to him (find enclosed with my e-mail the reply to Lioyd) Which he says later that he didn't received any thing at all from me!!!!!!!
few days later with out any further notice I found that all hotelassist booking to Arriva is on hold and no more bookings or reservations coming to us!!!!
I had to call and ask Lioyd what is happening?? and his answe disapointed me as he drove me made when he said your hotel is frozen haaa it is on hold haa yaap on hold yeap yeap . I really chocked and asked him why yeap yeap you put the hotel on hold and he said because you charge 3.50% on credit card and the customers complaint.
If he have any complaint I would love really to see any documents he have showing that there is a complaint he received in his hand and I am sure he have no complaint!!!!
then Mr Yeap yeap he didn't solve the problem but was cool and cool and even didn't respect 4 years time we been working with hotel Assist even before he start working in your business we were on the site.
Mr yeap yeap hee haa han up the phone with me after he drove me to the wall and he was keeping asking about his commission!!!! like we are going to move arriva hotel to India running from him or scarying from him ???
I tried to call Mr Heee haa yeap yeap(Lioyd) many times but of course he didn't help me at all and I asked to speak to you but he said you are busy yeap yeap yeap.
Then Mr Yeap started to contact all our customers by e-mails and informing them to cancell there booking in Arriva hotel as the hotel will charge them extra rates and he didn't inform them the true that the extra is on the credit cards only.
and I called him and told him please stop doing that this is not good for your business and also for our businbess plesae stop plesae please yeap yeap!!!
Then he said no I am not stoping unless you pay us our commission(Crazy) I received many call from customers they are now not happy from this e-mail which Mr yeap yeap keep sending to them and they call me back on Arriva hotel and I always tell them Just not to be upset and ignor Mr Yeap yeap e-mails and they will come to our hotel and will stay with us.
I beleive this is not nice at all what he is doing and I didn't see on This country and English people doing like what he is doing and as I know about the English people they are the most nice and polit people in the world and they taught the other how to be nice as they always says ( It is nice to be nice)
but with this strange way of Lioyd i have chocked and I can gamble that he is not English 100%
We can fix this problem by return the Arriva hotel to the website again 2-add a small notice on the website that the hotel will charge 3.50% extra for paying by credit cards.
As i didn't found a space on the website to add my notice. but not by this way of Mr Yeap Yeap he removed the hotel from the site,and not good for you and for me also for the customers which he keep sending them nasty e-mails informing them not nice about Arriva hotel and some of them are regular customers and they will keep coming to Arriva and book with us direct if the hotel not availabile on the site.
i am finally waiting you fare answer as you are Owner and you should be worried about all you clients and we are waiting that you can fix this problem.
Thanks
yours truly
John Girgis
Manager
The Arriva Hotel