This stay was booked for a business associate of mine and I filled the paperwork for taking care of the charges, the accommodation was already paid for, I filled a form with my details for the incidentals and reiterated that the guest was not charged for incidentals on checkout, disappointingly the guest was charged on check out.
To add further insult to the matter, when the guest was checking out, she advised reception that this was paid for and showed a copy of the form and the staff member did not knew anything about it and said this form means nothing and the charges have not been paid for.
The guest was in rush as she had to catch an early flight and this was at 2am in the morning, so did not bother to contact myself or argue with rather uninformed night receptionist and paid leaving embarrassed about the entire situation.
I emailed my concerns to the reservations manager to no avail.
Needless to say is that I was embarrassed about the whole situation despite all the efforts to get this organised.
I am hoping that something will get done about it and someone will actually bother to look into this, as this what I would have expected from a reputable hotel as this.