We booked one of the XL bookcase rooms for my partner and I as we’re both big readers and thought this would be perfect for us! We were really excited about the idea of sleeping inside of a bookcase. When we got to the hotel we were shown to the Mrs De With room and told we would be staying there. When I told them I didn’t book this room, I was told we’d been moved rooms as there was an issue with the bed in our room. I asked when this issue occurred and was told it happened 2 days ago. Why they couldn’t inform me or get a new bed in 2 days in preparation of a booking I do not know. The room had nothing to do with books, had a picture of a bum, and was also right next to the bar, making it very loud until 11pm.
They made out as if they were being uber kind by giving us a slightly bigger room than the one we booked and we would therefore not get a refund. When I looked online it turned out the room they put us in was the only one left for the night. It was still available to book for that night! If someone had booked this room last minute we would have been left with no where to stay!
The most they could offer us was a free breakfast, which consisted of 2 kinds of small, cold pastries, some cold meats, bread, juice, fruit, tea and coffee.
This didn’t make up for the fact we’d been moved rooms and completely ruined the trip for us.
We have since contacted hotels.com to ask the hotel for a refund and they have refused. Completely unacceptable. Will not be staying here again.