We are not an overly fussy couple, nor ones who like complaining, but complain we did when we discovered our room – room 11 – was not en suite as booked. We were not told this upon booking in, but left to discover it for ourselves. As they were fully booked a room change was not possible, and we were offered a miserly sum as compensation that we refused to accept. With the promise that they may be able to arrange accommodation elsewhere the next day, and it being late, we had no choice but to stay the night.
The room itself is described well in another review which must be read, but we would add that the duvet itself was burnt, the window sills and curtains were filthy, the mattress was so worn out that the springs actually hurt to lie on, the wardrobe was so narrow it was totally unsuitable for a couple, and negotiating ten steep and unlit stairs in the night for the bathroom was downright dangerous. We insisted this was fixed straight away. The bathroom is across a passageway that leads to other rooms and seemed adequate except it had only one ring for hanging two towels. After a very uncomfortable night made worse by banging doors we descended to breakfast.
The hotel itself is really like an open plan inn. Reception is behind the bar, and meals are provided in the lounge area which is an extension of the bar area. The whole downstairs has a stale odour and is in much need of decorating and freshening up. Breakfast is served on bare tables. It was adequate, but we both left the lukewarm sausages.
Outside, two or three signs declare that all rooms are en suite, yet all four staff purported that they had done nothing wrong. They laid the blame with the agency that had sold us the room as they had advertised it incorrectly! However the agency that took the booking made it clear the contract was between the customer and the hotel as the hotel group is paid directly. This is a trap anyone booking through an agency – perhaps a late bookings agency - should bear in mind. No alternative accommodation could be arranged, and with much annoyance we were stuck for our second night.
I shall never know if it was legal liability that worried them or the threat of yet another slating review on this and other websites, but that evening, and without asking, we were given a 50% refund in cash for which we were relieved and grateful.
They ruined our short break, and we would certainly not recommend this hotel to anybody. A break we were so much looking forward to resulted in much disappointment, anger, aching limbs and tiredness.
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- Also Known As:
- The Bay Hotel Pevensey, East Sussex