6/10 Good
24 August 2019
Not the accommodation we booked
On arrival at 13.00 we were told that we could not have our room key until 14.30. Fair enough although most hotels that we have stayed in have been flexible on this point. Asked if they had a room for luggage while we went for lunch. No but we could leave it in the lounge. We left it and decided to go out for lunch. when we returned at 14.30 we were given the key to our room which was on the second floor despite requesting a lower floor room. When we got to our room we were annoyed to see it was a double room and not the twin room we had booked. Returned to reception to complain that a double room was not what we had booked only to be told that there was nothing they could do about it. There would be a twin available on the following day. Showed them a copy of the booking which was clearly for a twin they said there is not one available today but will be tomorrow. They said that accommodation requested was not guaranteed I accept that a low floor room request may not be possible but a twin room booking is not a request. We went to look at the other room next day, agreed that we wanted to move and had once again to wait until 2.30 to get the key. Not happy, did not eat or drink in the hotel during our stay.would not use this hotel again.
Kenneth
Kenneth, 7-night trip
Verified Hotels.com guest review
