Missflipflop76
May 7, 2024
A very disappointing experience. To start we were given a room which we later found out was due to be refurbished. The net curtain was smoke stained, ripped and frayed, and the bathroom wouldn’t have looked out of place in a 70s youth hostel, and don’t get me started on the over powering musty smell. So I complained and said to the receptionist we either wanted another room if one was available or we wanted our money back and would leave. I was told in no uncertain terms that I wouldn’t get my money back and the only other rooms were significantly more expensive and I would have to pay the difference. This wasn’t acceptable so she went to find the manager (who was in the bar about 10ft away) I waited and waited whilst I could hear them discussing my complaint until eventually I walked into the bar to discuss my complaint directly with the manager myself. The manager to be fair was helpful and professional. She explained room 5 hadn’t been refurbished and immediately offered to show me another room which was allegedly more superior and offered this for the same price. The problem was I had had to make a fuss about a sub standard room when others might not have felt able to do so and it left a bad taste, this was a poor attempt to keep my money even if we didn’t stay or make me pay more if we did which didn’t sit well with us. As it didn’t finding out at the hotel there wasn’t enough room to park our car in the hotel car park (doesn’t mention this on the website) and we had to go and find road parking or not being told by the receptionist an hour earlier as we were on our way that the entrance to the car park was closed due to road works. The garden room was just a place for guests to smoke and the food was low level pub grub and not as advertised, we weren’t allowed to come to breakfast when we wanted we had to give a set time and it’s hard to get a boiled egg and scrambled egg wrong. It all felt really tired and amateur despite being recently renovated in some areas which is a shame as this is a stunning building (albeit the grim 70s motel like block at the back). The refurb is cheap and poorly executed and it lets this magnificent building and the staff down, all of whom were lovely bar the poorly trained receptionist. The colours/ furniture in the lounge area and colours/ fabrics for the refurbed room, (brown on brown with more brown) were poor both in quality and taste. The window in the allegedly newly furnished room was broke n and the safety catch which is a legal requirement I believe was broke man too, the decorators hadn’t got round to painting the back of the bathroom door or the inside of the wardrobe, and going to sleep with car alarms going off, the river view rooms also overlook the car park, and being woken up by petrol fumes topped it all off. I rarely leave poor reviews, and the only reason I have is because of the attempt to charge me more or keep my money for a room and a hotel which was not as advertised. If the manager w