As a Hilton Honors member stayed again with my wife at the hotel prior to holiday. King Room excellent, spotlessly clean and good sleep quality. Only issue, which we also had on a previous stay was that when you turned on the water, a loud squealing sound starts after a few seconds, and lasts for about 30 seconds. Obviously air in the system needs dealing with.
After dropping our bags off in the room we went as usual to the bar and had a few drinks. The first round was a Sauvignon blanc and pint of Stella. Paid by contactless and didn’t check the price and sat down at a table. Later I had a further Stella and a bit after that we viewed the dinner menu which we had booked for later. It was looking at this that I noticed our first round was £1.30 dearer than it should have been.
Spoke to whom I assumed was the head waiter, explained the over price and he pointed to the menu saying that a service charge of 10% had been applied. I said I had no service and had bought the drinks at the bar and taken them over to the table myself. He then shrugged his shoulders and said If I didn’t want to pay a service charge I didn’t need to. I said I was happy to pay the service charge but not for bar service. I asked why then was there no service charge for my second pint, to which he shrugged his shoulders, not obviously understanding me. Decided to have a further pint and he said it was’ on the house’ which I appreciated but did not resolve the argument.
Later that evening we had a very lovely dinner and asked for the bill. Same guy came over, we looked at the bill and to no surprise, no service charge had been applied. On leaving we handed him our usual tip of around 15% which obviously surprised him, and other staff who were there. Later checked with a further member of staff who confirmed that service charge only when ordering food and certainly not for getting yourself at the bar.
Not a serious issue but wrongly made me feel a bit of ‘cheapskate’ in the eyes of bar and restaurant staff who I have no doubt were told I didn’t want to pay for service. The issue of service charge needs to be clarified to staff and unfortunately from now on I will check my bar purchases each time I order.