Written on: 26/08/2014 by moby79 (16 reviews written)
booked in advance for a triple room for the Saturday Bank Holiday and checked in late on the eve after a busy day only to be told that I have a double room.
I was not happy but awaited to see what the receptionist had to say, although he was polite but had no customer service experience as he just stated the hotel is busy and there are no alternate rooms available for me to change with even though it was the hotels fault to start with.
He then advised me to call the Operations Manager and handed me her business card, did not understand why I had to call her however I called her regardless only to get the voicemail.
After this little episode he then advised he will outbook me locally to another hotel, all the local hotels were fully booked so I suggested the receptionist book me to another area of my choice as this will save time and further bad experience. The receptionist ignored this request and went further to tell me there are rooms available but this was not far from my home city were I had travelled from which was over 125 miles. I did not have the energy to point the obvious out to him.
After forty minutes he then requested proof that I did in fact have a triple room booked and not pulling a fast one. I was not happy with having to prove when in fact he could see on their hotel system. After proving via a email he then said I will provide you an additional room for my other guest.
Why it took so long to get to this point is beyond me as this should have been resolved within minutes of attending the reception and not over forty minutes and being told there is nothing we can do and degrading myself to having to prove my room type. No apology was offered or reassurance throughout.
Finally when I went to my room, tired and exhausted I could not sleep as it seemed staff were talking loud and some form of furniture was being moved about which gave me a very restless night to say the least.
Quality of the bed is very poor and the little cubicle for shower and toilet are not acceptable.
If anyone thinks other well-known budget chains are basic, well trust me there is one even more basic than them.
Never again are my final words.
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