4/10 Poor
Moira
Travelled with pets, Travelled with partner
2 Nov 2024
Disliked: Staff & service, property conditions & facilities
Booking and payment through Expedia all fine, though no option to pay dog surcharge which instead had to be paid directly to the hotel at check in. Thats where the problem started. Unclear if new to the role, but receptionist too casual in their behaviour, inefficient and slow managing check in and what I was to discover 5 days later an expensive experience which has been put down to “human error” having discovered my card had been charged by Roadchef without my knowledge or authorisation for an amount nearly 3 times the cost of the booking. They’ve dealt with my complaint swiftly and arranged a refund but only because I noticed it and brought the matter to their attention. Doing so hasn’t been straightforward as ringing the hotel finds no one there to take the call and messages not returned; email contact more successful though anonymous as no staff name is provided so you have no idea who you’re communicating with.
The property itself is showing its age; in the room paintwork is chipped and peeling; windows have broken handles and are stiff to open the few centimetres that are possible; furniture is dated, mattresses aged and uncomfortable, pillows past their best. The bedroom and bathroom was clean and towels and linen clean. Poor sound insulation in rooms; No opportunity to replenish tea/coffee and no one at reception/reception closed when we checked out at 08:00am. Located in the M5 southbound service area means limited on site dining options and facilities.
Moira
Stayed 1 night in Oct 2024