6/10 Good
Nov 28, 2024
Poor service and refusal to honour welcome gifts
I mistakenly booked the wrong dates for my stay. I tried to contact the hotel on multiple occasions but they did not reply or answer the phone.
When I arrived they told me I had to pay for another night. I had no option on where to stay as we were having a family reunion. I asked them to price match the hotels.com price which they agreed to do and then tried to charge me a higher rate. I then stood at the check in desk and booked a reduced rate online; and had to come back later to complete the check in as they were unable to do this as they had not yet received the booking.
Both stays offered a welcome gift - the hotel refused to honour these as their managing company had changed even though this was clearly stated on both my bookings.
They have offered me a discount to stay in the future but I would not stay here again. It's very disappointing as I had looked forward to this stay.
Anouska
Anouska, 1-night family trip
Verified Hotels.com guest review