"
Simon Hollingsworth
Kelly.wise@ihg.com
I am extremely disappointed with this stay and don't feel it met the basic expectations I paid for.
To begin with, the room I was allocated was not the room I booked via Hotels.com. I specifically paid for a double room and was instead given a twin. This is not a minor issue — it is a failure to provide what was purchased. The twin setup itself was completely unsuitable. The beds were very small singles, and at 6ft 3 with a larger build, they were totally inadequate. I had an exceptionally uncomfortable night as a result.
The condition of the room only made matters worse. The shower drain was clearly blocked, causing water to build up quickly and flood the bathroom floor. I then had to spend approximately 30 minutes dealing with the water and drying the floor myself — something no guest should ever be expected to do.
Additionally, the air conditioning was substandard and ineffective. The room remained far too warm throughout the night, making it extremely difficult to rest. Between the unsuitable bed, the heat, and the room's overall poor condition, I got very little sleep.
I travel extensively for work across Europe and stay in hotels every week, and I can say without hesitation that this was one of the worst hotel experiences I have had in years. The room did not match what was booked, basic maintenance issues were not addressed, and the overall standard fell significantly below what we expected from a Holiday"