Hi Robert,
Thank you for taking the time to leave a review although I'm sorry to hear that you had a negative experience.
I have passed this across to our IT Team for their investigation as to why your booking was not recognised on arrival however the staff there must have been able to locate it in order to allow you to exit without making a payment for your stay.
Our Customer Service Team are available via telephone on 0808 168 6222 - Option 5 from 9 until 5 Monday - Friday, we also have a live chat facility on our website during these hours and as you have mentioned, we also respond to emails quickly - your query was dealt with within 8 hours of receipt of the email.
Again we apologise for the delay caused at the car park and hope that this won't deter you from using our booking services in the future.