4/10 Poor
Claire, Plymouth
Traveled with partner
Dec 13, 2025
Liked: Cleanliness
Disliked: Staff & service, property conditions & facilities
The hotel itself is overall okay. However, we were majorly disappointed and let down by the customer service side of things.
We arrived a day late due to 3x delays in the airport followed by a cancelled flight so didn’t fly on the intended day. Whilst this isn’t the hotels fault, they’d already given our room away by the time we’d gotten there considering we arrived early hours the next day. The staff sorting our room out seemed very sheepish and we basically had to ask them what was going on due to them taking a while to check us in hence us finding this out. Expedia had emailed them to let them know we weren’t coming and the hotel had the cheek to say about us phoning them although we were exhausted in the airport till stupid hours trying to rebook early flights etc. They could’ve even given us a courtesy call however nothing and just presumed we weren’t coming and they were just going to book our room out so they’d keep our money and get extra money from someone else going in there which just is baffling that someone would spend as much as we did just to not turn up. Think common sense would prevail here.
Just to add, the room we were subsidised with was not up to our standard for various reasons.
Overall not massively impressed due to the lack of sympathy or help from the hotel. We wouldn’t stay here again mainly for this whole ordeal. Again, this isn’t a bitter review because of this as the hotel itself was nice just majorly let down from the customer service
Claire
Stayed 5 nights in Dec 2025