London Marriott Hotel Twickenham

Great hotel but staff need...

Liked: Although under renovations, the room was fab and really comfortable and clean.
Disliked: The hotel bar was closed at 12am just as we arrived back. Would expect this to have been open longer for hotel guests. We were also told we were unable to have any room service although a menu was in the room (with no times etc of availability) Also paid on arrival by debit card the full amount of the room and the £50 holding charge. There was confusion the next day as I again paid for the room with the into payment still pending. I have never had this issue before at anywhere I have stayed. The initial payment is still pending and I now do not have enough funds in that account to pay for direct debits that will come out of this account this coming week. Contacted the hotel by phone after having an initial conversation with the same member of staff on check out. She states I would be getting the £50 holding fee back as and when the bank releases it and I tried to explain that it appeared I had been charged for the room twice. There was no reason to have taken payment on check out as this didn’t make any sense to me. After some confusion on the phone and lack of understating by the staff member who told me that I would have to sort this out with my bank, I am totally dissatisfied with this service! I will be pursuing this matter further if the funds are taken out from check in. I also left an iPhone charger in the room which was found by staff. They told me I would have to send a courier to collect this item as I reside in Northamptonshire and will not be going to Twickenham anytime soon. I asked whether I could send a pre paid envelope and the charger be posted back to me to be told that cannot happen? It’s ridiculous to think how much the cost of a courier would be compared to the cost of the charger! Really not happy with the service and attitude of the front desk staff!