2/10 Poor
15 Dec 2024
Booked two rooms at this hotel some weeks in advance as my band was performing in Swansea. I was notified that my payment had been declined two days before the stay (even though payment would ostensibly be taken on arrival). I updated my payment details and paid for one room through the portal but payment for the second room couldn’t be taken so I called the hotel. They informed me I could just pay on arrival as originally stated. However, two hours later, they took full payment from my card. I was willing to overlook this but the shambles had just started.
I completed the ‘online check in’ form the day before my stay. On the day itself, we caught an Uber to the hotel at 3am (at a cost of £30) only to find the doors to the hotel firmly locked, with no buzzer or intercom. The lights inside the bar were on but there was no-one to be seen. I called the hotel repeatedly for at least 10 minutes with no answer. We weren’t getting in and unbelievably had to call another Uber, wait in the rain for 15 minutes with no shelter and then head back into Swansea where I was forced to pay £250 for a further two rooms at a Premier Inn.
Absolute shambles. Expecting a refund.
Jay
Jay, 1-night business trip
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