2/10 Terrible
April
Traveled with partner
2 January 2025
Disliked: Staff & service, amenities
Although the room was okay and the staff were pleasant, an issue regarding a breakfast charge at check out really dampened our experience. We were asked after we had checked in if we would like breakfast the following morning, which we decided we would, and it was explained to me that the charge would be taken from my security deposit. My husband was then very ill overnight and therefore felt unable to eat that morning- I explained this at check out and that we wouldn't be having breakfast as we needed to get him home. I have since been advised that the £38 charge for two breakfasts will be kept by the hotel and not refunded to us.
Considering no food was actually cooked for us and wasted, I feel this is really unfair. Also, we didn't even book breakfast with the initial room charge- we just simply verbally agreed to it at check in, and nowhere in the terms and conditions on the hotel website does it state that breakfast is non refundable. We have been advised it is 'standard procedure', which in this instance certainly comes across as the company simply being greedy in terms of money.
After emailing to complain, I have been offered a complimentary breakfast with our 'next stay'. Safe to say that won't be happening... What a disappointing end to our trip- really poor customer service and generally just a rubbish way to treat someone. Will not be using this chain ever again out of principle.
April
Stayed 1 night in Dec 2024