We had already paid you £188 for 2 nights, on arrival reception said we hadn't paid and charged us a further £159, after reviewing my online banking we returned to reception and was told " OH WELL " you should get it back within 7 days, totally unprofessional, also we stayed here in December and due to conditioning issues the room was very cold, we understand that these things happen but they still have the same problem 3 months on, REALLY!!!