Serenity Hotel

We'd booked another hotel, but the owner served us and ushered us into the hotel next door. The room was diabolical. I'd sooner have spent a night on the Gaza Strip! We checked in and were back out 20 minutes later.

The location was perfect, but the room had damp patches on the ceiling and only two sockets, both on the side of the room away from the bed. Staff weren't helpful, if you could even get hold of them. When we checked out, we tried dozens of times to contact someone and got no answer. It's overpriced for what you get. I'd give zero stars if I could, apart from the location.

I booked this hotel more than a year ahead for a trip. Seven weeks ago I had to go into hospital for an operation and was told I couldn't lift cases or manage a long journey. I contacted the hotel straight away, giving them plenty of notice to relet the room, but they wouldn't refund me. They ignored both my request and the booking agent's. The man on the phone was abrupt and wouldn't listen. I even offered a doctor's letter, but every attempt to sort it out was ignored. They were rude, showed no empathy and handled the situation in a completely unreasonable way. No wonder some of their reviews are very dodgy.

The team were great, especially the man who cleaned the room. He was friendly and did the job quickly and well. But the price doesn't match what you get, which is really sad. At 23:52, loud music from upstairs started, and I could hear every step so clearly that it felt like someone might fall. You can hear everything, so I can't recommend staying here if you want to relax. The staff are great, but the hotel needs to grow into charging such a high price.