Having pre-booked and pre-paid for a family room for three to take our daughter to the Durham University Open Day we arrived to find no sheets on the sofa bed. When asked the Receptionist told me they had run out as it was busy and she had just given the last quilt away. She then blamed their booking system for not tlling them I had booked for three despite my having clear email confirmation. After expressing my concern I was told I could have a discounted breakfast! I declined and asked for a full refund, which to be fair she immediately gave me. We left to eat in Durham and on our return bedding had been found, though we still only had towels for two. This was less of a problem than it may have been as the shower only expressed water from two small jets either side of a multi-jet shower head at a trickle and it was actually very difficult to get wet at all.
On reflection even with a full refund this was not a place I would recommend for anyone to stay. I have emailed my comments to Head Office and am eagerly awaiting a response to how a hotel can run out of sheets for pre-booked rooms.
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