6/10 ดี
22 กุมภาพันธ์ 2025
Mixed experience &penalised as hotels.com customer
The positives: beautifully appointed hotel, lovely pool, comfy rooms, great concierge staff and valet service (chargeable as you’d expect but helpful) & they were very welcoming with us travelling with a young baby.
Negatives:
1. We wanted lunch in the hotel but despite requesting a menu twice & hanging around 30 mins nothing materialised, so we left for elsewhere
2. I had an unfortunate episode of food poisoning (not caused by hotel food), but after being up all night extremely unwell & trying to breastfeed a baby, didn’t feel well enough for my spa appointment the next morning. Understandably, they have a 24 hour cancellation policy. I’d hoped given we’d already spent a hefty sum on room, parking & given the circumstances they might relax this a little. Sadly not - I was told use it or lose it & felt almost bullied into taking the treatment I really didn’t feel well for. Hardly relaxing.
3. Penalised if you don’t book direct - we asked for an hour extension to check out. Given the room was unoccupied after us we were surprised to be charged £30 per hour. We were told this was because we’d booked via hotels.com. Sadly management seem to have missed the point here - rather than enticing us to book direct next time it just left us feeling ripped off
They eventually refunded late check out, but sadly we never got any further follow up despite them suggesting they would. Perhaps the above is “1st world problems” but for us it marred a real treat for us. A pity.
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