I booked two nights in this hotel and when I arrived after a difficult journey I was given a poky, single bedroom, very dated and tatty. After explaining that I thought I had booked a double room I was told I had made a mistake in my booking and couldn't change as the hotel was booked. I had to get on with my evening with friends and so I accepted this, adn went out for the evening. That evening I was kept awake by the thunder of traffic (lorries mainly) from the road my windows backed onto. Everytime a truck went past the window panes and bed would shake, and at 6am there appeared to be some plumbing issues in the walls as there was a sound of banging metal. I called reception at 7am to say I couldnt sleep due to the ridiculous noiuse level and that I needed to change rooms. I was shouted at by the male receptionist who said he knew it was noisy but there was nothing he could do, and I would have to put up with it. he accused me of complaining because I wanted to change rooms last night and he had already exlplained there were no rooms available. When I said I needed to sleep on this stay and I would have to look for another hotel if he couldnt change me to a room that wasnt shaking and rattling, he said "Do what you like, we've already got yout money". HIs manner was so aggressive he reduced me to tears - at 7am! I called the customer service line at 8am and they asked me to report it on Monday and encouraged me to get a different hotel, as I felt unable to stay following the treatment by the duty manager. Having already paid for the room and with most other hotels being full except for the most expensive rooms I couldnt find another hotel, although I wasted a day trying. I returned to the hotel that evening, cautiously as I did not want to run into the aggressive duty manager (this was supposed to be a holiday!). A female duty ,anager was on whom I spoke to and who changed me to a quieter room and apologised, she also encouraged me to complain on Monday. I ordered a sandwich in the bar which took 45 minutes to arrive and was overly salted, which I had with a flat cola from the bar. I left as early as possible the next day. I complained on Monday to Coast and Country Hotels who own the hotel asking for a full refund due to the awful treatment I received. I received a response some weeks later saying that I should have expected "road noise" and the duty manager Frank (who was the one who shouted at me) had informed them there were no plumbing issues, and no-one else had complained about plumbing, also that Frank had told them I wanted to chage rooms the previous night - in short - they refused to listen to my concerns and would not refund any of the money I had paid. I immediately asked for my complaint to be taken higher, but have heard nothing since. My advice is NEVER book here, and if you do, NEVER pay in full in advace. It was an appalling hotel which is shame as the location is nice and the price reasonable, but now I see why.
Ensure when you book you specify not to be in a single by the road and have proof of it, as they wil...
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This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
25 April 2012
Dear Caroline H
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Sorry to hear you didnt enjoy your two night break with us but as you can see from the many positive reviews before this is very much a rare occurence.
Upon checking the booking which you had made online,you had booked a single room which is what you were allocated.
The receptionist could not move you on the Friday as the hotel was full but as you said we were able to move you on the Saturday into a double room due to a last minute cancellation.
This response is the subjective opinion of the management representative and not of TripAdvisor LLC