Had a stay booked at Tophams Hotel as was visiting nearby theatre for a birthday. Was shown to room, which had clearly been flooded at some point. Stains over walls, carpets and smell of damp. Tiles smashed in bathroom. Refused to accept room.
Moved to another room, which was split across levels and much smaller. Refused to accept room. Reception and on site manager refused to provide a refund ‘as the manager was not in’. Moved to another hotel – by the same owners – The Knightsbridge Green Hotel, with an upgrade to a suite. The suite was very dirty – muck up the walls and skirting, threadbare carpets, stained sofa, broken furniture, plug hanging off wall, toilet held to wall with gaffa tape.
Complained 10-20 times in writing and on the phone, the manager Sean never calls back despite promising and Sarah the manager appears to have no clout at all at offering a refund.
Would never stay in either hotel again, terrible service and product, and this epitomizes what a terrible hotel is.
Refund given through Credit Card. Hopefully they will have their merchant services revoked if enough complain.More
- Free Wifi