I made a booking through *********** at this place for my nieces and nephew to stay for two days. They were returning from Ireland before flying out of Heathrow and, due to the planned transport strike, it made sense to book something near the airport. I had read through the terms and conditions of the booking and had made the booking under the name of my niece who is 25 years old. After the booking, I received an email from the property that required supply of ID for all persons staying at the property and pre-authorisation of a credit card for a £200 deposit. The requirement of ID prior to arrival is not on the hotel policy, which states that “Guest are required to show a photo identification… upon check-in.” Never have I experience this before! After the the IDs were provided I received a ”We are sorry to inform you that you don’t meet our minimum check-in age which is 25 years, as the reservation is on your name we require you to be at least 25 years old to check in. Additionally, it’s not possible to change the name on the reservation. We apologise for any disappointment this may cause. As your reservation is non-refundable, we are unable to waive cancellation fees for this reservation. The minimum check in age alongside other policies and house rules are clearly stated on *********** for all our guests to read before selecting to book and paying, etc”, All this was incorrect. I called the hotel and was told that although the named person was 25, the others were not. It is not in their policy that “all people” must be over 25 and I questioned the requirement as they obviously allow families with children to stay. I was told that it didn’t matter and they would not be allowed to stay and I wouldn't get any refund (even though the booking was in line with their policy). The pure rudeness, lack of integrity and honesty of this hotel astounds me. I am so disappointed that *********** continues to supports this place with so many poor reviews. So much for a customer focused industry! STAY AWAY PLEASE.
- Guest User
I would strongly advise not to stay here. There was music till early hours in the morning. The sofa bed was broken. There was no hot water, when you are staying somewhere for the night you expect the basics really disappointed. I messaged and called the company to which they said they would be over to fix the problem but they never did. I called the day after and explained that I was not happy that they had not turned up to sort the situation. They said they would either call or email me back. It's now been 5 days so I tried to call again to which the staff member was so rude on the phone not helpful atall and did not even offer and apology and then hung up on me! We will not be returning. Can not believe how rude your staff our disgusting customer service! I'm never one to complain but this was just so unprofessional. Also you pay almost double the amount you stay for a deposit that takes up to 7-10 business days to be refunded which they did not say until after we had booked so bare that in mind if you choose to stay here.
- Guest User
