Whilst the property itself is in good condition for a B&B, I had two significant issues with Craigpark Guest House.
The first relates to customer service and the check-in/cancellation policy.
On 3 July, I booked a room for 2 nights (22 and 23 July). On the evening of 17 July, I received an email stating that 'our check-in time is between 1-9pm' and asking me to confirm my arrival time. I responded first thing on the 18th, noting that my flight from London was at 9pmso I would only check-in around 10.30pm. I noted that the check-in policy as stated on the website is: 'Check-in times outside of those specified must be confirmed with us prior to arrival'.
Whilst I informed the Guest House in advance, and despite this policy, on the evening of Monday 21 July I received an email as follows: 'Please note that unfortunately the owner does not accept a late check in. The check in times are from 1pm to 9pm. Unfortunately the booking cannot be cancelled at this stage as there is already 100% charge due the property cancellation policy.' I spoke both to Travel Republic and the vendor about this,
- Again referencing the check-in policy which implies greater flexibility (if notified in advance).
- Noting that it would be difficult for me to find alternative accommodation at such late notice, given the start of the Commonwealth Games.
- Noting that the vendor had not given me the opportunity to cancel the room with three days notice in order to receive a refund: he only responded to me on 21 July to notify me of his inflexibility (rather than on the 18th or 19th, which would have been possible). This was - and remains - completely unacceptable.
As a result, I am seeking damages for breach of contract and consequential losses.
Secondly, those thinking of staying at the Guest House should be aware that the property is in a run down and poor quality area of Glasgow. read more