Roomsbooked.com Reviews 39

I had a problem with the hotel I stayed in which was acknowledged by both the hotel and Roomsbooked.com but Roomsbooked only offered to compensate by giving me a small credit to a future booking. This was no use to me as I so rarely ever book hotels like this and they refused to give me a direct refund. I think this is very poor service and I feel very let down. I will never book through them again.

After all the communications or lack it i am reporting to putting my feelings and views on here. Firstly this company seems to have a very good reputacion. But digging deeper you can see how bad they really are. My first bad experience was having to speak to a manager at another location because the person at the hotel/bar was not management despite being alone covering the bar and guest issues/reception. Complaint was turned on me saying no one else had raised comments that day/night.

I stayed at this hotel while attending a two-day wedding in Gloucester, and as a General Manager of a hotel myself, I feel obliged to share my experience so that others are aware of what they may encounter.

I arrived around 12 noon to find Reception completely closed and had to check in through the bar. The only positive part of my stay was George, who was genuinely helpful and professional — a true credit to the team.

From there, everything deteriorated.

Despite requesting an early check-in, the system showed a late check-out. I was checked into room C12, which was extremely small, had stained curtains, worn-out pillows, a bedside socket that didn’t work, and no iron or ironing board (which I had to request separately).

The biggest issue was the shower, which was malfunctioning so badly that it sprayed water everywhere, making normal use impossible. The main radiator didn’t work either, and the electric heater had no instructions. I arrived to a room that was freezing cold, humid, and deeply uncomfortable, including an icy bathroom floor.

Because of all these problems, I ended up leaving a full day earlier, which can easily be verified by CCTV.

What shocked me most was the hotel’s response afterward. I explained that I left early due to the room conditions and requested a refund for the unused night. Instead of acknowledging the legitimate issues with the room, they refused any compensation and claimed I should have reported the plumbing issue on Friday evening — despite the fact that I had clearly explained I was attending a wedding and was only briefly in the room to get ready. They essentially expected me to remain in the room waiting for staff, delaying a wedding schedule, just to report problems caused by poor maintenance.

As a hospitality professional, I would never treat a guest this way. If a guest left early and I later found significant issues like a faulty shower or broken heating, I would immediately offer a gesture of goodwill — not dismiss their concerns.

This stay was deeply frustrating, and the lack of accountability made it even worse. I would not return to this hotel and cannot recommend it to others.

I wish I had read reviews before booking. Dreadful company.. took money 2 days before I arrived then told me property was not available and hadn’t been for quite some time but they still took money without informing me of this.. the property they wanted to move me to was not suitable.. I cancelled but they refused to refund me eventually ignoring emails, blaming the platform I booked through. I managed to pursue this through other avenues successfully. I would never book with this company again.

Awful company. From the time we arrived, I was in shock. Basically we were in a hostal, sharing a bathroom, not clean, not updated and trying to actually get into the place on arrival was shocking. There was no reception, we had to call a number to then be charged another £100 deposit made me laught. I'm yet to see that returned. Eventually we got into the room and we're very disappointed.

Avoid at all costs ! So bad I couldn’t even use the apartment and no refund and mostly ignored will now have to take the company to court

Booked a room direct at 6.45pm at New County Inn Gloucester.
Arrived 7.15pm
The room smelt so much of smoke and cannabis as did the whole building I just couldn’t stay.
So 7.45pm handed the keys in and left.
I was offered another room but really didn’t like the feel of the hotel.

It’s cheap for a reason.

Asked for my money back after email after email and am getting nowhere.

The staff working there were fine but are working for a terrible company with horrendous hotels.

Steer clear!!

Used by migrants, disgusting company fleecing the tax payers.

Not happy , bad customer service amd even worse money held with no one knowning when it's going back into the bank. Musty run down property which needs a good clean and painting. So many other issues too . I would avoid unless your like roughing it.

I was refused check in to my hotel as they wanted photo ID. I have since found that information was sent at the bottom of the terms and conditions. I couldn't read them all due to the bright white background of the document as I have macular degeneration. They are completely non inclusive of disability and I feel they have discriminated against me. Important information like the need for photo ID at check-in should be on the main email in capital letters, unless they are ripping people off on purpose.

Not a great stay , would not recommend this firm to anyone . Poor customer care with only an email address to write to . There needs to be a responsibility taken by management or owners.

We informed them with photos of the terrible quality of the room, (peeling wallpaper, broken shower tiles, mouldy shower door. After 2 and a half weeks we received a reply saying as we did not change rooms (that was the second room) they could only offer us £25 towards our next stay booked through them. I will never book again through them. They have no interest in the quality of the rooms they market

Booked via airbnb and then found roomsbooked insisted on £250 pre authorisation. Fortunately airbnb refunded but no such service from roomsbooked only rude pressure. Steer clear.

Booked a room through Hotels.com for The New Inn in Gloucester. Unfortunately we couldn't make the reservation and cancelled 2 days prior to check in which is what was stated in the Hotels.com T&C's which were emailed over. The hotel then called to say the full amount would be charged as any cancellation requires more than 48 hours notice. On calling Hotels.com they spoke to the New Inn manager who insisted that the T&C were incorrect on the Hotels.com website and they would not provide a refund. We still have the T&C's in writing however the New Inn seem to make their T&C's up as they go along. No refund provided and terrible customer service. AVOID!!!! We will not re-book through Roomsbooked.com again.

I wish I had read the reviews before I booked in at the Cheltenham Hotel.
I was awoken by a drunk girl who wasn't even a guest that let herself in causing continuous shouting and banging on a guest's door for nearly an hour until the police arrived and handcuffed her right
outside my room. Obviously I didn't get any sleep thanks to this incident together with a sunken mattress and ill ffitting sheet which kept coming off.
After several emails back and forth they offered me a measly £20 credit to stay again, as if I'm going
to do that! What a joke, I would never recommend this hotel.

Awful customer service, badly run establishment. Customer service skills non existent.
Worthy noting other complaints before you book any Roomsbooked hotel or accommodations.
The smell in our room was unbearable , they ha cheek to say a room charge would have to be made as we had “ used the room” when it smelt like a toilet and rugby stars socks

Booked apartment in Gloucester 20.5.2023 near docks. They changed my apartment to the town centre without informing me until the day I was due to check in. They sent threating emails as they said I owed them £33 which I didn't even know I did. I was told if I didn't pay it then my booking would be cancelled!
Check in.. I wasn't told that they would be 6 flights of stairs to climb and no lift and I had heavy bags (this info is not on their website either), the key card wouldn't work, had to go downstairs to get another one, that didn't work either. The receptionist came up eventually with another key card that didn't work either, she then used her master key, she made a phone call to a colleague who I overheard saying that they had had problems with that room and the key cards. Upon entry to the apartment it was freezing cold, no heating on! the radiators were stone cold, and I asked her to help. She messed around with the boiler, couldn't get it to work and had to call maintenance. guy came along messed with the boiler again, went into the kitchen and picked up the mobile thermostat and got the radiators working. Wasted lots of time waiting for problems to be fixed. Leak under bathroom sink as well, toiletries all wet, sent email to customer service to complain and they were abusive and didn't want to accept responsibility for their failings! I will never use this company again!

made a reservation just for one night on our way back home. Needed something cheap as it meant to be a short stay anyway. We arrived at the premises and realised that all doors were locked, no one in. I called reception, been told my reservation is cancelled. Reception demanded an alternative card claiming that card used to authorise reservation doesnt work. I didnt receive any cancellation or email from third party website I booked this stay from. As we needed to stay somewhere, I paid. We were then sent the codes to access property only non of them worked as room was allocated in outbuilding. Once we entered that outbuilding, we were greeted by other guests who sat there with open doors smoking. All hall, allocated room-everything smelled. I decided that this is not really safe and feels like a trouble right away. So I called reception again and said we dont feel safe, we are leaving this room, please refund us and lets forget it happened. I have been told that I have to request refund via third party, which I did as instructed. They came back to me to say that refund is not going to be issued as I didnt give them an opportunity to move us to anther room. I am not sure how many more calls I had to make so someone in that place even opens their mouth to deal with situation! They also marked reservation via third party as no show so I cannot leave a single review about the property!

Lift broken 1
First red flag
Reception staff not concerned 2
Second red flag
Walking with aid of a stick, no comment from reception about access for less able guests.3
Third red flag
Room smell was not pleasant , window would not open 4
I could go on ... noise,
Stained mattress and pillows ..

Always a warm welcome. Great rooms, good value, and a great location. Would thoroughly recommend it