Kinderton House Hotel

The second night was refunded in the end, but the way this was handled, and the lack of concern for our safety, mean we won't go back. It was a shocking level of service. We were only meant to stay two nights. After checking in, we came back that evening to find the keycards wouldn't work and we couldn't get into the building. Nobody was there except a Morrisons delivery driver, who kindly helped us reach the owners. They were out and seemed not to understand how serious it was. Without that driver, we'd have had nowhere to sleep. We were eventually let in with a master key in a way that really shouldn't be made public, then went to our room. Its door was unlocked and had no working lock from the outside, so we changed rooms. The next day I told management what had happened. There was almost no apology or empathy. We cancelled night two and asked for its cost back, as well as compensation for the lack of security. I was told nothing could be refunded until the owner arrived at midday and would call me. They never did. I went back at 4pm to try to sort it out. More staff said, bafflingly, that we were lucky the Morrisons driver had been there or we'd have been left outside. Exactly. We eventually got the second night refunded, but the whole experience was disastrous.