United Lodge Hotel

Dear Andy, I’m replying to your email because I strongly disagree with your account of what happened and want to set out our side. We were a family of five, and from the start we knew there would be a charge if the key was lost. We accepted that. But at checkout, when we told you the key was missing, you demanded more than the amount first stated. You also said you would keep our suitcases unless we paid right away. That was unacceptable. When we challenged the amount, you said we had taken drinks from the minibar. We checked together and confirmed nothing had been used, which you accepted. You then accused us of breaking the side table. The family staying in the room repeatedly said they had broken nothing, but you kept making the accusation without evidence. Your email says you called the police. That isn’t true. We told you to call them, and when you didn’t, we called ourselves. They did not come, saying it was a matter for the parties to resolve. To avoid more stress, we paid what you demanded and left. Ten days later we found the key and brought it back. You said the locks had already been changed, but still insisted on having the key. You asked for our bank details and promised to refund us later. We trusted you and returned it, but no refund came. If the locks had already been changed and the key was useless, why insist on getting it back and promise a refund? Your account puts all the blame on us and leaves out your own actions. We acted in good faith throughout and returned the key because of your promise. We remain willing to resolve this fairly. You have our bank details, and we expect you to honour what you said. Kind regards, Fikret Uzunyayla

The room was spotless and comfortable, and had everything I needed. Staff were helpful and friendly, and checking in was straightforward. I stayed Saturday night at the ULH and was very happy with the experience. I’d stay again if I’m in the area.

I definitely wouldn’t recommend this hotel. We arranged a one-night stay for our family, and at first they asked for £20 in case the key was lost. They later decided to stay at the same hotel for another four nights. At checkout, the hotel wanted £50 because the key was missing. We protested, but could only get them to accept £30. We eventually found the key and brought it back, trusting their promise to pay the money into our bank account. They said they would, but never did.

For more than a month, I stayed here and found the place comfortable and spotless. The staff were helpful throughout, which made the whole stay really pleasant.