Remarc House Stansted

I paid for a room I couldn't get into, then lost the full cost of the booking. It was a frightening experience, and I felt completely unsafe in the building. It was open, but at 3am there was nobody at reception, no security, and no other staff. I called out for nearly an hour, even checked the kitchen, and got no answer. Anyone could walk in unnoticed, which felt terrifying. I had called reception a few days before booking because I only needed a few hours' sleep before driving back to Birmingham. Booking.com listed 11:30 p.m. as the latest check-in, so I asked if arriving at 3am was possible. The man assured me I could check in at any time, but needed to check out by 11am. Since it was only a five-minute drive from the airport, I trusted that and booked. I arrived at 3am on my booking day and found nobody there. I can't describe how bad it was. My advice is simple: do not go here.

The room itself was very clean, but the check-in was stressful and the shared kitchen was filthy and poorly maintained. There were only two table knives, with no spoons or forks, and it needs basic items like cups and cutlery. I had no kettle, sugar, or milk in my room, so I asked the woman next door, who luckily had spares. I had to fetch the kettle from the kitchen. The cleaner showed me the next day that drink sachets were in a cupboard at reception. On arrival there was nobody at reception. I called the number, and the man said he'd meet me, but he didn't show. When I called again, he said my key was in a basket on the desk. It wasn't there, even after I checked the drawers. Eventually he gave me my room number and the door code. None of this was explained in the confirmation email. The check-in and checkout instructions need to be clearer.

We couldn't get in because nobody was available to give us the key, and after spending the night at the bus station near the airport, we still haven't even had an apology. We couldn't reach anyone, and by the end I wouldn't have wanted to stay there anyway. The rooms were dirty, the place felt unsafe and uncomfortable, and it seemed like a drugs den. Booking.com and the other booking sites should remove this guest house. It should be condemned and isn't fit for purpose.

I went to the hotel hoping to speak to someone and get my money back, but nobody was there. I waited at reception, and when I tried calling, the phone just kept ringing without an answer. The hotel had emailed me only an hour before check-in to say they'd cancelled my stay, after taking my money, and gave no reason. The place was filthy and unsanitary, with dirt in every corner, spiders everywhere, and a horrid stale smell as soon as you walked in. You'd need to wipe your feet on the way out. I'm extremely disappointed and hope nobody else makes the same mistake.