- Luke Donovan and Taylor Perkins claim to be banned from Royal Hotel in Cardiff
- They say the manager said they were a nuisance and used discounts too often
- The hotel did not wish to comment on Mr Donovan and Ms Perkins’ specific case
A teenage couple who stayed at the same hotel six times in one month claim they have been banned for taking advantage of Booking.com discounts.
Luke Donovan, 19, and his partner Taylor Perkins, 18, were regulars at The Royal Hotel on St Mary Street in Cardiff city centre.
The pair, who live just nine miles away from the hotel in St Mellons, began paying frequent visits after staying there for the first time last year.
But the couple have said they will never return, claiming the manager banned them for booking in too often and being a ‘nuisance’ to staff.
The hotel did not wish to comment on Mr Donovan and Ms Perkins’ specific case, but said they offer high-quality service to all guests.
Mr Donovan said of their most recent visit on February 18 and 19: ‘We had a problem with our room because the door wasn’t locking and the shower was cold.
‘I spoke to the manager the following morning and he told me we took advantage of the hotel too much and that we were becoming a nuisance to the staff.
‘He also complained about the fact me booking the room through Booking.com and said he would have preferred the money in a bank account.
‘He told me I could take a £45 refund and never return.
‘I wasn’t very happy and I was very shell-shocked because I had never seen him before.
‘I told him we should be able to use the hotel at our leisure as we had paid to stay.
‘We paid pennies because we are loyal customers but that shouldn’t be a problem.’
He added: ‘We love the hotel – if you stay three nights you get a bottle of wine and we had a deluxe upgrade for staying 10 nights and a free night’s stay.
‘This year we have stayed nine nights since January and we have stayed six times so far in February.
‘I don’t think they’re very happy we’re taking advantage of the loyalty scheme they offer.’
A spokesman from The Royal Hotel said: ‘In the interest of respecting the privacy of our guests and staff and from a standpoint of mutual respect The Royal Hotel refrains from offering direct comments in regards to specific issues in order that elements are not taken out of context to substantiate a biased point of view.
‘The Royal Hotel takes great pride in offering high-quality service levels to all of our guests and have been successful at doing so throughout the long history of a hotel that was originally established in this location in 1866.
‘We believe that we are able to offer superior levels of personalised service through effective teamwork and a philosophy of full inclusion of our staff’s needs in order to enhance their wellbeing, providing them with a comfortable workplace and supporting their wishes to avoid unprofessional interactions.
The pair, who live just nine miles away from the hotel in St Mellons, began paying frequent visits after staying there for the first time last year
‘Through open and honest communication we have developed a family-run atmosphere that the greater majority of our guests enjoy.
‘We are extremely pleased that many guests return to us repeatedly and treat our staff with respect.
‘We aim to offer services in the true ethos of inclusion of our guests with contented staff and working practices that aim to protect the wellbeing of the individuals that work extremely hard on a daily basis to enhance our guests’ stays.
‘Whilst we aim to ensure that all guests receive our utmost attention at all times, unfortunately we do have to accept that sometimes we can’t please everyone all the time – regardless of how hard we try.
‘The management of the hotel aim to treat all guests with the utmost respect, courtesy, professionalism and gentlemanly conduct and we expect our staff to be treated with the same level of concern.
‘The management of the hotel feel it is imperative to support our staff, protecting them and our guests from dishonesty, harassment, foul language, invasion of privacy and we aim to protect the quality of their downtime when they are away from work.
‘Holding to solid values of mutual respect, we are not prepared to compromise our morals.’