Me and my partner stayed in room 17 on New Year's Eve. We went to the Fire Festival in Flamborough, and instead of booking a hotel there we decided to book this hotel, because it has a Spa and we were... more
Me and my partner stayed in room 17 on New Year's Eve. We went to the Fire Festival in Flamborough, and instead of booking a hotel there we decided to book this hotel, because it has a Spa and we were excited about spending new year's day using it. It was such a disappointment to find out the Spa was shut when we arrived. When I called the hotel to book the evening before, I was told to call back in the morning as the receptionist wasn't there and they couldn't answer my questions or take my booking (it was only 8pm). So, as I didn't want to risk losing the room I booked through the Best Western website and then emailed the hotel asking about the Spa and other things. I didn't get a reply until 15:45 the following day which said that the Spa was shutting at 16:00 on my arrival date (Thank you for the 15 min notice!) and on this email they didn't mention the Spa was shut on New Year's Eve so I still had hope we could use it that day. When we arrived we asked about the Spa opening times to the barman that checked us in but he wasn't sure so he asked a lady and she said "no the spa is completely shut tomorrow". We thought there was no point of staying there anymore as we live only half an hour away and the only reason we chose this hotel was for the Spa, but it was passed the free cancellation time so we decided to stay. I feel like the staff had enough opportunities to communicate that the Spa was going to be shut, both times when I called and emailed them, but no one told us. There was also no mention about it on the Spa's website, on their opening times on Google or on the Best Western website.
On check-out I mentioned that the bedroom's phone and the towel rail weren't working and the man on reception didn't seem to care much, as he just gave me an awkward silence. Also this must be the 1st hotel when I haven't been asked how my stay was on departure, all I got told was "that will be £135.00". Very unfair paying full price when the only facility I decided to go there for was shut.
My partner barely slept as it was noisy outside, but this is to be expected on New Year's Eve.
The room was clean overall apart from the shelves inside the wardrobe that were very dusty.
The Reception was simply not there most of the time.
The breakfast was very good and the barman that checked us in was nice.
The deco of the room wasn't really for me but I guess this is just the hotel's style. I liked the appearance of the breakfast room and the bar very much though. less