Sarovar Hotels & Resorts Reviews 7

Thank you for your crisp and awesome service since the last 5 years

As a Navy Veteran I booked here so my wife and I could attend the Cenotaph for Remembrance Sunday and the Festival of Remembrance. A week before the event my Wife broke her arm so we had to cancel. The Rembrandt said our booking was non-returnable but offered us a credit of the £410.09 we had paid for 3 months.

At the end of the 3 months we received an email inviting us to check in the following day for our stay.
When I contacted them to say we hadn't booked it for the following day and knew nothing of this booking.
Their response was that our 3 months credit was up and as we hadn't used it within the time we had lost the right to the booking and also lost our £410.09.
There was no option for us to book any dates as it was a day too late.
How can £410 be a fair charge for an enforced cancallation???
A total Rip Off!!!

Stayed here a couple of times. Booked here mainly because of the terrace overlooking the Thames. Big mistake, both times the terrace couldn't be used as it was booked for a private function. Was in Windsor at the weekend, stayed at a better hotel but thought I would pop in on Saturday night for a drink hopefully on the terrace. Yet another private booking. They really should let you before booking a room that the terrace might be unavailable to use. For me this is one of the hotel's selling points and for you not be able to use it seems to unacceptable.

Horrendous service regarding an incorrect double payment refund request. I can see that many others have been subjected to the same shoddy response from the same hotel. The sir Christopher wren hotel . Horrible service from a horrible hotel. Book the macdonald hotels next time- never a problem.

Disgraceful management team - would never recommend anybody to ever use any of their hotels. I made a booking for 2 rooms prior to the lockdowns and now the hotel management won't let us use the bookings but have happily taken the money. Have contacted the management team to try and rebook the rooms but they are refusing to honour the booking and the payments that they have already taken....Disgusting way to treat customers. ***** Please DO NOT ever stay at any of their hotels *****

On 11 November I booked a double room for 2 nights in January 2022 and in mid-December I found on my credit card statement that they had taken 2 lots of money for the booking. Here is a summary of the email conversation, spread over about a week, I had with them immediately after getting the statement:
ME: For my booking you have taken 2 lots of money, please reimburse one lot asap.
HOTEL: We took two because you made 2 bookings for the same night. You can either give the second booking to a friend or transfer it to another date before 31 March; you cannot have the money back. Let us know which you want to do by the end of next week.
ME: But I knew nothing about the second booking because I never got a confirmation email, unlike the first correct booking; nor is the second booking mentioned on the confirmation I did get.
HOTEL: For your records, here is the confirmation email for the second booking. You will notice that the confirmation number is only one digit different than the previous one you received [confirmation email was attached].
ME: [redacted verbatim text] “I am not at all happy with this response. It is unbelievable that you can only come up with a confirmation number when I noticed the additional amount on my statement and questioned the second booking, which as far as I am concerned I did not make. If this booking did indeed take place then why did I not receive this confirmation at the time? It doesn’t matter how close the digits are - the simple fact is that I did not receive a confirmation.
I would now like to take up this discrepancy in your booking system with the manager (my number is X if they would care to talk to me); and if I do not receive the second payment of £Y back soon, I will bring the matter to the attention of online review websites.”
HOTEL: Replied reiterating their position and my options but not answering any of my questions.

I am now posting on the review sites so that people can decide about this themselves. I will also say that I am sorry to report this, as we have stayed at the hotel before and would probably have again if it had not had been for this: the hotel is in an ideal location for the riverside railway station, there is a spacious gym, the breakfast good, and the staff are helpful.

I booked a stay at the Christopher Wren in Windsor on a non-cancellation basis via Booking.com. Immediately I booked I realised that I had another commitment and requested a cancellation on the basis that I could reschedule my visit. Having requested through Booking.com they advised that they had no response from Sarova and requested that I contact them direct. I did so and was advised that there was no booking and therefore I did not to pursue this further. Subsequently, I received a charge and on questioning this was advised that the hotel would not provide either a refund or an alternative date but offered me a discount on a future stay. I had arranged for a member of my family to stay but stood them down on the basis of the advice form the hotel.
Not a great experience and very disappointed that a premium hotel would act in this manner.