Extremely disappointed!

The booking process was good especially since we booked at the last minute.

On the booking form I requested a room with a balcony and sea view. I understand that this could not be guaranteed but I did email the hotel directly and the response I received suggested that this request could be met. (I am happy to forward the email to you to demonstrate that this is the case).

When we arrived we were directed to a room that most definitely did not satisfy our needs. It was small, very dark and the view was of a flat roof with tanks and a chimney. I can send a photograph of the view described. We went immediately to reception and protested but the reponse was not encouraging. Indeed it was unpleasant and dismissive. I produced my mobile phone to show the email but the receptionist denied that there was any suggestion that we required or had requested a room with a sea view and balcony. She claimed that the email made it clear that only a standard room would be available which my partner and I both disputed. We enquired again the following morning when a male receptionist was on duty and he said he would do his best to move us. He advised us to return at 3.00 pm when we had every hope that an improved room would be found for us. Sadly we wasted day one of a seven day holiday by waiting around. At three we returned to reception to discover that the female from the previous day had returned and was unhelpful in the extreme.

At this point I rang low cost holidays and registered my huge disappointment. Nobody was available to help but a representative did phone me back the next day. (two nights spent in our small dingy room!). I explained the situation and that I had recently undergone a total knee replacement. My hope was that I would be able to sit on a balcony and look at the lovely harbour below. If this was not possible in the current hotel, I asked if we could move to another hotel. I was told thatbthere was absolutely nothing available. Imagine then my astonishment when, following the call, I looked on the low cost holidays website to discover that there were at least two other hotels in Menorca that had sea view, balcony rooms available. One was in Es Castell just a short distance from the Port Mahon Hotel! We had a hire car and could have taken ourselves and our luggage there very quickly. I can only assume that low cost holidays could not be bothered to sort an alternative out for us given that we were only on a short break.

Menorca is beautiful. The Port Mahon Hotel is very good for the most part but do try to imagine our sitation having to spend so much time in a miserable room with no view at all.

Sadly we will never use low cost holidays again and will be sure not to recommend it to anyone, ever! It would, however, be interesting to hear your comments on the experience I have described here.

Susan Clark. - holiday 7 nights from 28th July