“They rob your money! Myself and my partner booked to stay here on 5th November, however a week before this date we decided to cancel our booking. We therefore phoned the hotel on 29th October (7 days before the planned arrival), and requested that our booking be cancelled. We also emailed on the same day to make the cancellation as required by the hotel. When we phoned to cancel the booking, the receptionists attitude was very poor and she was quite rude when speaking to us; she told us that the hotel didn't do refunds and we could either stay with them or lose our money. When we challenged this, she got aggressive, talked over us, and then put the phone down (I notice this isn't the first review that has noted a rude receptionist).
The hotel have a cancellation policy that states if you cancel an accommodation booking with more than 24 hours notice, they give a full refund minus a £20 administration charge (clause 6 of t&c's). We cancelled with 7 days notice but they refused our refund! The reason they gave was that it was because we paid the full amount up front, and when you pay the full amount up front, it is classed as a deposit, and the hotel doesn't refund deposits! So in effect, the Hotels cancellation and refund policy is non-existent, because if you pay a deposit and then cancel, irrespective of how much notice you provide, they keep your deposit, and if you pay the full amount up front and then cancel, again irrespective of how much notice you provide, they keep your full payment because they class a full up front payment as a deposit!! Therefore for them to state that they provide full refunds minus a £20 administration fee is a lie, because any upfront payments are classed as a deposit, that they dont refund! Crazy false advertising. Also disgusting that they can get away with robbing peoples hard earned money for not even providing any service.
When we contacted the hotel manager his response was that their time taken to correspond with us regarding the cancellation (a 5 minute phone call and 2 emails) was worth more than our hotel booking which cost us £139, therefore they wouldn't be making any refund anyway! Very very poor.”
