Booking.com described all room as "elegant, light and freshly furnished", which you can see on attached photographs is not the case, the room was too small to fit the furniture in. Again as within the attached photos there was a light fitting hanging from the ceiling, a dangerous bedside lamp hard-wired directly to the mains, which when turned on would flicker. When you opened the bathroom door you could only open its half way as the bed was too big for the room (bed was king size). On the other side of the bed I was unable to get out without climbing over my partner as there was nowhere to go. Bathroom was extremely small and the bathroom sink was not designed for washing in but just to wash your hands. The shower head was not compatible with the bracket that held it and it kept falling off when we were using it.
When we first viewed the room we complained to hotel staff and was told there was no alternative as the hotel was fully booked. The manager wasn't present and the person in charge was extremely young and we were given no option but to stay in the room for the night. The next day we complained again and were told that there are no available rooms. We then decided to call the manager Kevin, who again wasn't present at the hotel. He did not answer the phone but called us back soon after. After explaining him about our situation he managed to miraculously find another room for us in the same hotel (next door to room 4). Also he suggested refund for the previous night. Our new room was marginally bigger (few inches). At least I didn't have to climbed over my partner to get to the loo. It had a fridge unlike the previous one (advertised otherwise). As we were checking out we did tell the person in the reception about our expected refund for the night. They didn't take any payment on leaving but were told that we will receive the refund. 2 days later I realised that full price of £185 was taken from my account, we contacted the manager again who then told us we were lying. And his attitude was totally dismissive of our complaint. Telling us that the room was fine although as you can see it was unacceptable. We feel we were let down by the description of the room, Booking.com, and also the hotel managers attitude and the condition of the room. read more
