"Overbooked but…..
Initially booked a three night stay at the Crown Plaza hotel 8 months ahead of our theatre break, however 5 months later the hotel phoned us to say that Hotels.com shouldn’t have booked us those days. They gave us the option of free cancellation ( I had already paid the extra £70.00 cancellation insurance anyway ) or the option to stay for 2 nights, then move out on the third day to the Swans Nest Hotel up the road. Because we had plans for the break and that we had already stayed at the Swan Nest before we decided to accept the moving option. On the day of arrival they were very understanding with our booking and had upgraded us to a lovely room with an oversized king size bed and allowed us to check in over 3 hours early, they also gave us chocolates and free upgrade to the club lounge with free snacks and drinks ( alcohol and teas and coffee ) and gave us free parking for a four day period. The overbooked third day was for conferences and very packed when we had to move to the Swans Nest, but again they allowed us to check in early and again the room was lovely. So overall the break was really good and they couldn’t have upgraded us any higher, many thanks to their check in staff for a pleasant stay despite the overbooking. We wouldn’t hesitate to book again, thanks again."
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