Guest User
August 5, 2024
We called the hotel to ask availability and make a booking, and were told there was a seaview room with a balcony let. We went to their online booking system and carried out the booking. When we arrived, we were given a room with no balcony, and were told there was a wedding on that weekend and the room with the balcony had been taken. Later on, we discovered that the room was right above the wedding reception. The music was so loud we had to close the windows, but the noise it still reverberated through the floor. We called the reception and were told the noise would go on until midnight. When we argued that we were not made aware that there would be a wedding right under our feet during the booking, so we could have made an informed decision as to where we would try to find another place, we were treated dismissively. We were told that the hotel supposed we were members of the wedding party (that we did not know anything about), and, surprisingly, that a solution would be for us to just sleep after midnight. They offered us £30 refund, which really made no difference, as it was one of the worst nights we ever had in a hotel meant to be a luxury hotel: the unbearable noise, the heat and stuffiness of the room, the uncomfortable beds, and, after the wedding music stopped (at 12.10 am), we were awaken by a very loud plumbing noise on the wall right behind the bed every 15 minutes or so. We were told that weddings happen every weekend, so if you are planning to stay there (being part or not of the wedding) and have a good night of sleep, you may want to reconsider. To be honest, just the grease around the bath tub would already have put people off - it says much about the standards of the hotel. The worse, really, is the absolute lack of care we were shown by the duty manager; as she said herself, her priority was the wedding.