An Absolutely Appalling Experience
An Absolutely Appalling Experience – Bed Bugs and Poor Customer Service
I would not recommend this accommodation, particularly to families travelling with disabled or medically vulnerable guests.
At approximately 10pm, my daughter discovered multiple large bed bugs crawling across the sheet beneath the duvet. We have geo-tagged photographs documenting what we found.
We immediately reported the issue but were told there were no alternative rooms and that the hotel had no problem with bed bugs. We therefore had to choose between staying in the affected accommodation or leaving, and chose to leave.
At around 11.30pm, we packed our belongings and searched for alternative accommodation. This was especially stressful because we were travelling with my disabled daughter, who has a low immune system, and needed accessible facilities and parking. We eventually found another hotel approximately 25 miles away and arrived at around 1am, well outside the area we needed to be in the following morning.
Before arrival, I had also sent two messages asking about parking after being advised to pre-book it. Neither received a reply. Although our accessible accommodation request was accommodated, the apartment had unlit stairs, badly worn flooring and stained carpets.
Hotels.com was the one positive aspect. Its online chat team handled our complaint professionally and arranged a full refund, expected within 7–10 days. However, the refund does not compensate for the distress, lost sleep, disruption and additional travel caused.
Finding multiple bed bugs on the bedding was unacceptable, and the hotel’s response provided no reassurance. Would I stay here again? Absolutely not.