Booked a King Deluxe Suite and called the property to ensure it is at ground level with a walk in shower, instead of a spa bath due to a disability and a kid. All was confirmed along with late check out at 11 am. We arrive at the property and low and behold, the room allocated was an upstair room, and was told there are no notes there on the booking and we cannot be allocated a room downstairs. The receptionist said she might know who we spoke to, but unfortunately they are no longer attached to the hotel. How convenient. More over, we were told there is an issue they are having with bookings with booking.com. The worst part was she was now trying to put us up in a tiny cooped up room above the reception/pub, which was across the main hotel and smaller, saying there was an elevator, which I refused. Ended up staying in the room originally allocated upstairs, with unwashed sticky cutlery, because I could manage the stairs on the day and didn't want to ruin the much awaited holiday after the long lock down. The situation was handled poorly and the receptionist never once was empathetic or apologetic about the mistake occured from their side and just kept blaming the lack of notes. Unprofessional, rude and sneaky! Didn't even bother to ask about the late check out, coz we were sure there would be no notes. Tip: Get any special requests via email so you have it in writing, coz they are going to blatantly deny every word confirmed over the phone
- Guest User
Stayed here one night Great location, right opposite beach Modern decor, mezzanine floor Spacious, poolside view Chocolates and wine on arrival Spa bath Discount food for the Rye Hotel Walking distance to shops and eateries Friendly staff Private parking Will return
- Guest User