Booked and prepaid for 4 beds for two nights each for 4 homeless people in London during the COVID 19 Pandemic. They are polite and friendly people who are trying their best but needed help due to the bad weather.
Left my name and number with instructions to call if there were any issues. Did not receive a call, therefore assumed everything was ok.
I later learned from James, one of the homeless that they had all been refused check in because none of them had ID. The staff member did not attempt to call me, and they were not permitted to use the phone to contact me. Furthermore, I was not made aware about this via email, nor was I offered a refund. Generator turned them away, kept my money and did not say anything about it.
ID on check in is an understandable policy, but for a reputable company like Generator, to completely refuse to help vulnerable people (when the rooms were already paid for), make no attempt to contact me or resolve the situation AND profit from their loss during a time of crisis that we have now in our country, is quite frankly, unacceptable.
I hope generator can contact me to make it right and resolve this issue promptly, so that I do not have to take this further.
Best wishes,
