East Walls Hotel

I booked a room in advance for Goodwood through Booking.com, with payment due at the time of my stay. Then I got a really rude voicemail saying the booking was cancelled. When I called to ask why, I was told someone had come in and paid upfront, and had been given my room for more money. At first she called it a system glitch, then let slip that the other person had paid more. There wasn't even an apology. She told me to find somewhere else to stay and said she wouldn't speak to me because I was rude and needed to respect her. I was obviously unhappy. I'm glad I didn't stay at your hotel. That was totally unprofessional and rude, and I noticed in the reviews that this hasn't been the first time. Lucky escape.

We booked through Booking.com months in advance, only to arrive and be told the owners were no longer accepting Booking.com customers. They were rude, aggressive and accusatory, with no apology and no help finding a solution. It was a shocking hospitality experience for us. This seems to keep happening, so they should update their website right away to make clear that bookings made through other channels may not be honoured. That would prevent customers being disappointed while they sort out their partner relationships.

The hosts made the stay memorable. The proprietors are on site, helpful and engaging, and straightforward with you. They also make an incredible omelet for breakfast, and I hear the pancakes are great too. It felt more like a home away from home, a welcome change from the chain hotels I usually use as a keen traveller. My room had plenty of character and suited my needs perfectly. I can't recommend this hotel enough. Plan ahead, as I believe it books up quickly. I'll be back.

Ann and George are amazing hosts, so friendly, with impeccable customer service. The rooms were spotless, breakfast used fresh local produce, and the location is central. Chichester's hidden gem. We'll definitely return, couldn't fault a thing.