Best Western Cumberland

We paid online, but the receptionist also took our money, so we were charged twice. Then we had nobody to contact or communicate with about getting it sorted. It felt like we’d been scammed. Taking the piss.

The room situation was a mess. After we complained about being put in an occupied room, we were moved to what they called an upgrade, a granny flat out the back. It was fine if you just need somewhere to doss, but I expected a night of luxury when I booked a hotel. We arrived for the Eminem concert at Wembley on 12.7.14 and paid £99 in cash at check-in. Because we paid cash, they said we also needed to put down £100, which would be returned at checkout. Nobody had told me about that, and I didn’t have another £100 to spare. That was my spending money for the event. I pointed out that I’d booked directly with the hotel and hadn’t been given that information. The receptionist took my card details instead, so I didn’t have to pay the deposit. Then they said we’d been upgraded. My partner and I opened the room to find somebody else’s clothes all over the bed. I’m glad the other couple weren’t there, though an honest person could have ransacked the place. I complained again and we were moved to the flat. I wasn’t happy with the stay at all. I always use best western, and this place shouldn’t be part of the chain.

How can someone accuse the hotel of theft in a bad review when it shut down years ago and is now private homes?

My family are staying there. It’s good, and the people are nice.