2/10 Poor
Apr 7, 2025
On arrival we were given the room that we booked only to find out that the door did not lock once we tried to leave the room. After contacting the customer service representative we were told that it “should be safe anyway”. Obviously as a paying customer I was not happy with this. We were then moved to another room (which may I add was a downgrade) because it was all that they could offer us. No mention of a refund of the extra that we paid for the higher spec room and when I asked the question I was ignored. The problems don’t stop there…
After settling in the new downgraded room, we found that there was no heating or hot water. I messaged politely for them to fix this which they simply just told me to reset the boiler (which did not work). I asked everyday if someone could attend to fix this and was ignored. 4 DAYS WITHOUT HEATING OR HOT WATER!
I must also add that the bannister on the stairs was loose and rocking and not safe. If at any point someone leans on this, they are falling down the stairs and seriously going to hurt themselves.
The last time I heard anything from the support team. Is them asking for extra payments for using the minibar. Not one mention of the issues that I spent the past 4 days messaging them about. Terrible service.
DO NOT STAY HERE!
Spencer
Spencer, 3-night trip
