Booked to stay here for my mum's 70th, noting this on the booking and that I was pregnant - as a result, we needed a quiet, clean, fresh twin room that was not in the basement. The hotel responded to say they would accommodate us.
When we arrived, we had not been given a twin (after an hour of negotiating this was rectified) in the basement which stank of smoke and mould, was dark and dingy, with marks on the walls and didn't look anything like the photos advertised. The room was located next to the stairs and door, and other residents were smoking directly outside the one unsafe window - the photos I've uploaded to not adequately reflect the smell. The bathroom was so small you could barely fit into it. I felt unclean just being in there.
We immediately realised we could not stay there for either of our health, but the manager refused to give us another room or talk to us. The receptionist did what she could, but without the manager agreeing to refund us, there was not much we could do.
I got very stressed, not very good for the health of my baby, and hotels.com were beyond useless - wasting 2 hours of our time.
This whole process went on for 3 hours, and we ended up moving hotel that evening. I am currently out of pocket for 4 nights, during which I presume the hotel resold our rooms.
I cannot recommend anything about this experience, or hotels.com. I am now pursuing action to try against hotels.com for an incorrect listing.
