Queensbridge Hotel

My family was left stranded late at night, searching for somewhere to sleep, because there was virtually no accommodation available in Aberystwyth or nearby. This happened on a busy weekend after the hotel cancelled our confirmed Booking.com reservation for two rooms, from 23-25 May, about an hour before we were due to arrive, while we were already travelling. The replacement they offered was just one room for about £550, after the original two rooms had cost around £590 in total. Cancelling at the last minute like this, especially on a family travelling a long distance, shows a complete lack of professionalism and responsibility. A confirmed booking should mean something. The management and customer care were completely unacceptable. If I could give less than one star, I would. Think carefully before relying on a reservation here during busy periods, as it may not actually be secure.

There’s paid parking nearby for £7 for 24 hours, though finding a space can be tricky at popular times. Dogs are welcome, but they can’t go into the breakfast room. The hotel is at the cliff railway end of the promenade, between two student halls, which makes it handy for visiting families. We didn’t have any disruption from the students. I’d suggest booking directly with the hotel, which you can only do by phone.

The room was clean, spacious and comfortable, with tea-making facilities and bottled water, but Room 12 had very little daylight. There were no windows, only a French door opening onto raised wooden decking. It sits opposite the guest lounge, minibar and reception, around the corner from the main entrance, so doors banged loudly early and late in the day. The guest lounge wasn’t clean and needed vacuuming and dusting. It also serves as the minibar, laundry room and reception, and staff relaxed there with their feet up. The staff seemed to clock in and out without much personal investment. Breakfast is in the basement, down steep stairs; the lift is permanently unavailable for getting to or from that room. There was cereal, yogurt, juice, fresh fruit and a full English buffet, and the kitchen staff were friendly and accommodating. The hotel isn’t a short walk from the main high street shops. There’s on-road parking in front.

After 35 stressful minutes, I said I was leaving. Only then did they offer me a “decent room,” which I declined to look at. I’d paid for a Seaview, but a rude staff member didn’t give me one. They moved me to the fourth floor, although the lift only went to the third and got stuck; the staff member who helped was irritable. Upstairs, the window was so high I’d have had to stand on the bed to see out. I went down the dark stairs and stumbled on the last two. At reception I showed the pictures from when I booked and complained. When I said I’d ask for a refund, I got a smirk and was told that wouldn’t happen.