Martin F.
The problems started with the cot: we were quoted £50 a night for our infant, and when we said no, the male guest services staff member got annoyed and said our booked room was too small. He also said the hotel was full, so there was nothing he could do. Once inside, the room was much smaller than the Booking.com listing suggested and had neither the advertised kettle nor a mini-fridge. My wife asked reception about this calmly. The same employee offered an upgrade for another £120, then became agitated when she showed him the room photos on Booking.com. He blamed her for not reading the description, said it wasn’t his problem, and made a sexist remark about her speaking for me. Then he waved his hand in her face and ordered her to leave. I went down to challenge how he’d treated her. He withdrew the upgrade, saying her “attitude” meant it was no longer available, and added that women shouldn’t come to his desk and raise their voices. With no fridge and the late hour, we had to throw away the groceries we’d bought for our baby. We’re staying here now, and what began as a friendly check-in turned into a deeply disappointing experience. Management has replied to similar Google Reviews saying they would deal with these issues, but nothing seems to have changed.
