I booked this hotel for a weekend stay to celebrate 50 years of marriage. I booked directly with the hotel and spoke with a very nice young man who asked what sort of room I would like and I said a “nice one as we were celebrating ourGolden Wedding. He offered his congratulations and said he would make sure we got a nice room. He also said that check in was 3pm but to check if our room was available when we arrived. I discovered that on the day of our arrival he was not on duty.
Well, we arrived at 12.30 and went to check in and as expected our room wasn’t ready which we were fine with of course.
As I was doing the Parkrun the following morning we decided to go and find out how to get to the course so enjoyed a leisurely stroll to the racecourse and back.
At 14.00pm we arrived back at the hotel and as our room wasn’t yet ready we went to the bar for a drink. There was nobody there to serve us but there was a very young girl (I would say about 12 years of age) coming and going through the bar who said she was helping with the cleaning and would get someone in to serve us. A very friendly gentleman appeared and we spent the next hour chatting to him and another couple who lived across the road and had popped in for a sandwich and a drink.
At 15.00 check in time we went to reception to see if our room was ready to be told that it wasn’t. After a quick phone call by the gentleman on reception who I have to say was most unfriendly, we were told that we could go into the lounge and someone would come to update us in a couple of minutes.
We asked for log in details for the internet but were unable to get onto it - the gentleman on reception took our devises and said we should be fine now but still internet was unavailable.
At16.20 the unfriendly man from reception came into the lounge and told us that the room was now ready - no apology for the fact that we had been kept waiting! Ok I realise that they may have been short staffed which could explain why a young girl was helping out.
So, we entered room 33 which was wedged open with one of the chairs from the room and were initially impressed until my husband said “have you seen this”. It was a large plastic box sat on a pile of wet towels and soaking wet carpet with dirty brown water in it that had come from a leaking ceiling. There were also fresh wet patches on the bedding too! Yes, it had been raining all day and the forecast for the next two days wasn’t good either. WHAT ON EARTH MADE THIS HOTEL THINK THAT IT WAS ACCEPTABLE TO EXPECT US TO SLEEP IN THOSE CONDITIONS!! From a Health and safety point of view, what would have happened if my husband had got out of bed in the middle of the night and fallen over the big plastic box! I suspect the door being propped open was to try and eliminate a fusty smell!
On further inspection, the bathroom was in an equally unhealthy state - the shower hose was covered in black mould as was the shower head and the tiles -a breeding ground for Legionnaires Disease! There are plenty of products on the market to get rid of mould. The badly creased shower curtain did little to improve the look of the bathroom.
At4.30pm I went to reception to report that I was not impressed that we had been kept waiting an hour and 20 mins to get our room and to then get a room in this condition. I was told that it was one of their best rooms (Number 33 by the way) he said he would get someone to come and look to see what they could do so I returned to the room to wait
At 17.30 having heard absolutely nothing from reception and panicking because we were due to meet friends at 18.00 I started ringing around to find alternanative accommodation. I went to reception to ask for a refund and was immediately given a receipt showing that my money had been returned to my bank account with no attempt to offer me a different room and a serious lack of concern/customer service.
I booked this hotel the night before our arrival but failed to check trip adviser reviews. Had I done so then I probably wouldn’t have booked it as there are a lot of very negative reviews on here with no response from the owners of the hotel less