4/10 Poor
Denise
Travelled with group
22 Sept 2025
Liked: Cleanliness
Disliked: Staff & service
We had a terrible experience on 12.9.24.
My friend & I had booked the disabled room back in April, (because she has medical needs), but when we arrived 5.30pm on 12.9.24 we were informed that we could not have that room and they would try to find us another. Adrian (who worked on reception) was only on his 4th day there and was clearly under pressure & inexperienced dealing with customers. He gave us a voucher for the bar and asked us to wait a short while for them to prepare it. After over an hour, my friend was getting very anxious because she needed to sort out her condition in the privacy of our room, but when I stressed this to the manager (Raj) he threatened to have us removed from the hotel unless I calmed down. I was not shouting or causing a scene, but was getting very firm with him to stress the medical attention my friend needed. He reacted by grabbing my hand and stroking the back of it to try & calm me down. This is totally unacceptable and he would not have done this if I were a man. He treated me like a naughty child or a subservient to him. It was totally disgusting. It finally ended up taking them over 2 hours to give us a standard double room with no disabled facilities for the first night. We did receive a 50% reduction and they moved us for the 2nd night, but our weekend away had been ruined by the whole experience. We will never return back here again!
Denise
Stayed 2 nights in Sep 2025