2/10 Terrible
Steven, Mansfield
19 Oct 2025
Disliked: Staff & service, property conditions & facilities
I booked this hotel through Expedia for 3 rooms for a late night return flight from Venice.
I booked to pay on arrival. For some reason, on the 20th September, a payment was taken by the hotel.
I messaged them via Expedia on the 20th, no response, i messaged again on the 24th, still no response.
I rang on the 27th and after 15 minutes on the call, it got answered then cut off. I rang again and 7 minutes later I was told this would be looked into and I would be called back. That didn't happen.
I rang again on the 29th and was told this had been looked into and a mysterious sometime had taken the payment it was a genuine mistake and wouldn't be a problem, we could pay the balance on arrival.
Go to 03:15 on the 19th October. We arrive after a delayed flight. I speak to reception to check us in.
They only have one room booked and no trace of any pre-payment.
I had the presence of mind to record the conversations I had and played them back, including the part where I stated I did not want any issues at check in following our early morning arrival.
I had to email that recording and I also emailed my confirmation from Expedia as proof.
It turns out the mysterious someone had not recorded the details of the issue I had with the pre-payment so they knew nothing of this.
Eventually 3 rooms were secured and I was able to only pay the balance which I had to calculate for them.
I'm not blaming the night staff, but this was atrocious.
It didn't improve in the morning.
Steven
Stayed 1 night in Oct 2025
