Cranbrook Hotel

The room service staff were polite and helpful, but I still haven’t received my £100 deposit back. Staff say it was refunded, yet I have no payment or transaction record. That’s a big reason I’m sharing this, even though I don’t usually write reviews. I stayed at Cranbrook Hotel from 10th October 2025 to 17th October 2025. The room was spacious, but it didn’t look like the Booking.com pictures. The morning after my evening check-in, I found a centipede in the bathroom. There was mold on the walls, and the cupboard and doors were damp and damaged. Large flies often came into the room, which was uncomfortable, especially as my 2.5-year-old daughter was scared of them. The hotel changes the bedsheets only once a week, which I found very unhygienic.

The staff kept the room clean every day, and they were helpful. The second room they gave us was much better than the first. That first room smelled strange, had a blocked, broken shower, and was so noisy we could hear every word from next door and the street. After a long flight, we couldn’t shower on our first night. They wouldn’t refund us, but moved us the next day. The area is noisy and felt a bit unsafe, so it may not suit anyone sensitive to noise, traveling with children, or on their own. The £100 deposit was another problem. At checkout, I was told non-UK residents would get it back three weeks later, but three weeks passed and I still hadn’t received it. I booked through Agoda, and the hotel is extremely slow to respond, if they respond at all. I wouldn’t stay again or recommend it.

An absolute disaster. The place was dirty, the staff were rude and dismissive, and although parking had been promised, there was no space when I arrived. They offered no alternative, and it felt like they were trying to make me leave. The service was appalling and unprofessional. Would not recommend.

We booked a room in September 2025. At check-in, the receptionist charged £100 to my credit card as a deposit and said it would be refunded seven days after checkout. It’s now been 40 days, and despite several emails, I’ve had no response and no refund. To me, the manager is dishonest.