Leanna Sauerlender
Google
We had a lovely stay at the property itself which we stayed at for two nights. Eliza and James were warm and accommodating. This review is a reflection of the business operations, customer service, and ownership behind the scenes.
Unfortunately, our experience with management left a very different impression. We accidentally booked an extra room and, upon realizing, asked immediately for it to be cancelled. While we fully understand that cancellation policies exist, what surprised us was that the hotel not only refused to offer any flexibility, but also resold the original room we had mistakenly booked, leaving us paying a large fee for a room that another guest was able to book as well.
When we raised this point, ownership insisted no “double payment” occurred because our two bookings were treated as separate contracts. This may be technically accurate from their perspective, but from the guest’s perspective it meant paying hundreds of pounds for a room we never stayed in while watching it be rebooked for someone else. That doesn’t feel fair or guest-centered, especially when no revenue was actually lost by the hotel. Even worse, we were told that the hotel is almost always fully booked, so the business is not hurting, this was just an act of greed when they could have easily done the right thing to provide a wonderful guest experience.
Most concerning of all, when we explained that we would have to share our experience publicly if no resolution was offered, the owners accused us of “blackmail” and “coercion.” To be clear: this review is not coercion, it is simply our honest account of how the situation was handled, so that future potential guests can make an informed decision.
We recommend that future potential guests seek a less stingy, more customer-centered business for your visit to Bath to avoid an encounter like ours.
