I booked to stay for four nights in this bed and breakfast via Expedia. I was unable to arrive on the day, but I called and explained that I had been delayed, I fully expected to pay for the first missed night, and that I would arrive the next day. This was agreed by the person I spoke to.
I arrived at the B&B at 4pm the next day. I rang the bell and there was no answer. There was a notice on the bell which said that if nobody was in, the entryphone would divert to a mobile and someone would be there as soon as possible.
I rang the bell around 15-16 times over the course of the next hour and it kept going to voicemail. Nobody called me back. I am disabled, it was pouring with rain and there was no shelter. After an hour of this I made a reservation at a proper hotel over the Internet and made my way there.
I called Expedia to explain what had happened and request a refund for the remaining three nights. Strangely, they were able to get hold of the owners of the B&B within ten minutes. These people suggested that I should come back and someone would be there within thirty minutes. I was in no state to do so, and frankly was not inclined to even if I had been able to.
Then Expedia informed me that the hotel had a cancellation policy and that they would take full payment for the four nights. I explained that this was entirely inappropriate as they had not made the service available so under normal consumer protection legislation they would have to refund my money. They then had the cheek to suggest that I should have rung to agree an arrival time! They are supposed to be a HOTEL. I said that arriving at 4pm for a stay in a hotel was hardly outlandish or unreasonable.
The hotel then claimed that there had been someone there for the previous hour (which would have included the last half hour of my waiting outside) but that nobody had rung the bell. This was an out-and-out lie. Nobody, owner or guest, came in or out of that place in the entire hour I stood there. And I rang the bell 15-16 times and left at least ten messages.
Eventually Expedia managed to get them to agree to refund two of the four nights.
Obviously, I never got inside the hotel so I cannot say what the service or accommodation is like. If it is like the outside of the hotel, it is tired and badly-maintained. If it is like the reception, it is appalling.
Do not reserve this hotel unless you like standing in the rain for an hour, being lied to or being ripped off.
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- Also Known As:
- The Edwardian Exeter, Devon