Booked a twin room well in advance for £60 for a major event weekend. By the event date, prices had risen dramatically.
On arrival, staff were unhelpful about luggage storage and basic facilities. When we returned after midnight to check in, our confirmed booking could not be found despite proof showing a twin room for the correct dates. We were told no twins remained and were given two single rooms instead after a lengthy delay at 12:30am.
The repeated comments about pricing and room availability left a very poor impression. No meaningful apology, compensation or attempt to rectify the situation was offered.
The replacement room was extremely poor — tiny, top floor, and had no blind or curtain. I was woken by bright sunlight at 4:30am and unable to get back to sleep, leaving me with under four hours’ sleep.
I booked a twin room in good faith and did not receive what I paid for. Extremely disappointing customer service and booking handling.