Misafir Kullanıcı
7 Kasım 2021
We arrived and checked into our room, a Deluxe Suite. Having unpacked, we noticed that the bathroom door could not be shut properly, the door was too big to fit within the door frame. We asked to be moved and were offered another room, which I asked if it was exactly the same type of room, and was told it was. We moved to the new room, and it turned out to be a Studio Suite, a downgrade from the room that we had booked, and would have cost us just over £40 less had we originally booked a Studio Suite. We were lied to, and the staff were being deceptive rather than come clean about the truth. When we complained to reception they offered two complementary drinks at the bar. I was not happy to accept two complementary drinks as an alternative to a room that should have cost over £40 less. The Duty Manager did offer us a £40 refund the following morning, but we received a phone call from a member of staff a few days after our stay asking to charge a further £40 to our payment card, as she thought that we had been undercharged. Other issues we had were there was no decaffeinated tea available in the whole hotel. The breakfast was generally unimpressive: croissants were raw in the middle; there was only one type of milk available and it was in a beer pitcher so had no lid; there was no one showing guests to a table, so people were picking tables that were too close to each other – you had to move your chair to let someone sit down at another table. The safe didn’t work in the room. The windows wouldn’t close tightly so let noise and the cold in. Food from people’s room service was left in the corridor for the best part of 24 hours. The general cleanliness in the bathrooms wasn’t good, with black mildew growing along the sealant. The carpets had obvious water damage along a corridor. We chose this hotel because it had an in-house swimming pool. We were told, at the time of booking the stay, that the Horizons swimming pool was available to guests, and that no booking was required. When we went to the Horizons desk, the member of staff explained that we needed to book a time slot. We were allowed in, as there weren’t that many people already booked for that slot, but would have been furious if it had been fully booked. We would definitely not stay in this hotel again, and would not recommend it to anyone.
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