"I’d bought this stay for my daughter and family. Firstly, I booked for 2 adults and a child, double room but I’d assumed that there’d be a pull out bed for the child. Breakfast was included. Prior to the date I had an email from the hotel, not hotels.com asking if I wanted to buy extras. I bought (and thought, paid too) for early check in from 9am. I had confirmation from the ‘manager’. Family arrived at round midday to check in. They were told that they couldn’t and that there was no early check in…. They weren’t offered a luggage store facility either and from what I was told by a very upset daughter, reception staff were rude and unhelpful. They did manage to check in at around 2pm and the room was nice, but it sort of soured their stay. And it’s not a cheap hotel. In fact my daughter said if I’d not already paid, she’d have gone next door to the Holiday Inn which is what I’d book in future if I wanted to stay in that location. This was very disappointing for a special night. I tried to ring the hotel to sort it all out, and was told there’s no managers on at the weekend. I then spoke to Madeleine who, on the phone to me and eating her lunch (that’s what it sounded like) and was most unhelpful and blamed hotels.com. It’s the worst experience in all the years I’ve used this site."
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