2/10 Terrible
James
Sep 18, 2025
Liked: Cleanliness, property conditions & facilities, room comfort
Disliked: Staff & service
Extremely unhappy with being charged twice
I have never written a bad review and therefore this is something new and uncomfortable for me.
The hotel was fine and I was offered an upgrade for a small fee which I accepted. Sadly when I checked out problems started. I paid the small fee for the upgrade and received an invoice. They said as I had prepaid there was no invoice for the main room fee which is fine and fairly normal.
I then noticed they had charged me again on my credit card. I shortly after contacted hotels.com who were very helpful and spoke to the hotel front desk who assured them it was a mistake and I would be reimbursed in 7 to 14 days. Sadly now almost three weeks later and with chasing I have not been reimbursed and they have now said I will not be: "after multiple tries, we weren't able to obtain an approval from the property manager about the refund. This means the current rules and restrictions for your booking apply and a refund can't be granted.".
I must say this is pretty outrageous given I had already paid and was simply offered an upgrade for a small fee (there was nothing in the small print about this affecting anything else otherwise I would not have accepted). I am extremely unhappy and will be taking this further.
James
Stayed 1 night in Aug 2025
