I booked the Hope Hotel for myself and my partner, with my friends booking a separate room. Together we paid a total of over £200. When we checked in, we were taken out of the hotel, and down the road to a ‘guesthouse’ which was effectively a student accommodation. The room was dirty, the lights were covered in dusk and cobwebs. The bathroom floor hadn’t been cleaned so it made my feet dirty, so I had to clean it myself. Following this, the shower didn’t work. The owner tried to tell us breakfast would ‘be over by 8:45’ when all signage said 9:30.
My friends room was just as dirty, their shower did not drain so after one of them showered, no one else could. Their window was broken open so the room was freezing.
My friends complained and received a refund pf £30, which didn’t even cover the charge for breakfast. We were given nothing. This was raised with hotels.com and the hotel said that the £30 was for BOTH rooms? And refused to do anything about it.
The owner was rude and dismissive. The check in staff and bar staff however are lovely, though seem to be working with the best they have.
Avoid, better off in a chain that deals with things when they do go wrong
