I recently made a booking directly with this hotel and over the phone I was told there was a 48 hour cancellation policy.I did not receive any correspondence from the hotel with the written terms and conditions!! I unfortunately had to cancel and I rang the hotel 52 hours before I was due to check in. I was told by a very rude person on the phone that I would be charged the full amount as I had not given the 48 hour notice to cancel. When I stated that I was in fact giving more than 48 hours notice the person on the phone was extremely rude and would not listen to me or give me her name. I also asked for an email to be sent to me stating that I had cancelled the room and I was refused this. The cost of the room was then taken from my card. I made several phonecalls to speak to the manager, none of which were returned, so I emailed the hotel. I then received an email stating that the hotel had a 5 day cancellation policy, first I had heard of this, and that the hotel were no longer willing to deal with me and that I would not be getting my money back!!! After this very upsetting experience I will never book a room with this hotel again, the staff here have obviously never heard of good customer service!!!!