2/10 Poor
01 December 2024
Dreadful service & misleading details
Booked for bed & breakfast with normal property details on hotels.com. Had cancellation to 24 hours before. On arrival, I was told by staff that the kitchen had been totally removed for ‘maintenance’ purposes so there was no food available & breakfast would cereal only. I stated I wouldn’t be getting the service I expected so she went for her manager. When I asked why I hadn’t been informed of the this prior to my cancellation period expiring, I was told the kitchen issue was an ‘emergency that day’ & therefore unforeseen. I just don’t believe this because how were they able to identify a fault, get tradesmen in & totally strip out a kitchen in one day? Also, if the fault related to plumbing, why take out the kitchen cupboards & carpentry? This is only done when re-fitting a kitchen & this type of work should be communicated to booked guests. I was told this shouldn’t be an issue as my breakfast was ‘free’ The price was advertised as bed & full breakfast which now wasn’t available but they also told me breakfast isn’t served before 9am which isn’t advertised anywhere on their property details. I started work at 8.30am so I would never book a room with breakfast after 9am so this was misleading but she stated ‘I should have called ahead to ask’ Why would anyone think do this when a vast majority of hotels serve breakfast before this time? As a final insult, they refused a refund because the cancellation period had expired. Hotels.com were also totally ineffective in helping me
Barbara
Barbara, 1-night business trip
Verified Hotels.com guest review