Wrexham Llyndir Hotel by Belvilla

Our trip was left in chaos when we arrived and found we had nowhere to stay. We booked at 4:10pm and got there at 7:15pm after a 4-hour-30-minute drive. The man who greeted us said the property had cancelled our booking because maintenance had closed some rooms, and the downstairs rooms were already occupied. I repeatedly told him I hadn't received a cancellation email. We went back to the car to check again, then my partner returned to explain this. The man became increasingly worked up and kept walking off to make phone calls. He offered to call another hotel they own, but it was a further 40-minute drive, and he said that hotel was full too. We asked for a refund, but he kept refusing, even though the information online said it should be issued immediately or the hotel should arrange other accommodation. He kept changing whether the manager was a man or woman, said they were in India and he couldn't speak with them, but was WhatsApping this person while talking to us. He showed us an email supposedly sent to me from Booking.com, which I still haven't received. It came from a Microsoft email address, which Booking.com doesn't use. I have video proof of what was said. Eventually, the man, who wouldn't tell us his name, agreed that what the hotel was doing was fraud. My partner has type 1 diabetes and relies on insulin. The man in charge that night said it wasn't his problem. I told him we had no more money until the refund came through, and he said that wasn't his problem either. My partner could have a diabetic hypo at any moment, and we ended up stuck in the car. Avoid this hotel, especially if you have diabetes.