42charlieh
Google
Our experience at this hotel was appalling.||The rooms were extremely uncomfortable, and the noise levels each night were unbearable. Even with earplugs, it was impossible to get any sleep. When we raised this with the hotel, they refused to switch our room.||Eventually, we agreed with management that we would move to a different hotel altogether, on the clear understanding that the three-night stay (£1,300) would be refunded. However, once home, the hotel lied and denied that these conversations ever took place. They even misled Expedia with this claim. We have written confirmation from the new hotel, who confirmed these discussions, as well as receipts for our stay there.||The service we received was atrocious—dishonest, dismissive, and entirely unprofessional. The rooms were uninhabitable, and the hotel’s conduct afterwards has been completely unacceptable. I would strongly advise against staying here. To date, the hotel has completely ignored me and only partially responded to Expedia. Unfortunately, we are now having to action S75 card protection to obtain our money back. I would advise anybody not to book this hotel.||EDIT – Response to the Hotel’s Reply:||It is disappointing that the hotel seeks to deflect by alleging damage. The lamp in question was already damaged and reported shortly after check-in. It was not £350 in value; the issue was a minor securing fixture that could be replaced for a few pounds. Attempting to charge us for this was unethical and not our responsibility.||Instead of addressing the genuine concerns raised, the hotel has chosen to criticise my review history. This is irrelevant and only demonstrates the poor level of customer service I experienced. Most people post reviews when service is either exceptionally good or exceptionally poor – unfortunately, in this case, it was the latter.||The suggestion that booking via a third party justifies poor treatment is also unacceptable. Expedia has confirmed the hotel’s refusal to honour the refund that was promised in person. That is not defamatory; it is a factual account of what occurred.||To be clear: we were forced to leave after two nights because the hotel was so noisy that sleep was impossible. The hotel declined to move us and instead agreed, at their expense, that we could relocate elsewhere. That promise was not honoured, and instead an unfounded damage allegation was made to avoid a refund.||As a Platinum Expedia member who has never before encountered this kind of conduct, I find the hotel’s stance highly unprofessional. Expedia has already compensated £250 for the inconvenience and confirmed their support. My bank is now processing a Section 75 claim, meaning a full refund will be recovered with or without the hotel’s cooperation.||This entire situation could have been avoided if the hotel had kept its promises and responded transparently. Instead, the approach taken has left a very poor impression. Based on my experience, I would strongly advise others to avoid this establishment. It is of note, their response to this review, is the first communications since leaving.
