"Very very disappointed. We had booked one of the more expensive top floor rooms for our wedding anniversary. We live locally but thought we would make a night of it, check out the hotel, have drinks and a meal on the rooftop etc. I had paid the extra for a late cancellation. My husband is in remission from stage 4 lung cancer (not to be fair they knew that) and very unexpectedly the afternoon we were meant to check in he felt unwell and ended up overnight on ICU. I called the hotel to let them know we weren’t coming and to see if we could get a refund or a change of date or something to help. I was directed to hotels.com because that was who we booked through and they advised the hotel was not prepared to do anything. I was able to provide a medical certificate if needed. It’s a new hotel, it was a wet Tuesday in a no -holiday period - I don’t think they would have been booked out. Any sort of help - say us paying half next time - would have been nice. I appreciate we fell outside of the rules but a little leeway would have been appreciated. We won’t be bothering to book again - there are plenty of places at the coast we can choose instead."
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