2/10 Mediocre
15 oct. 2025
It was not clear from the advert that there was no ground floor accommodation. I made it clear in the special request section that this was booked for one of our vulnerable service users who has poor mobility and could not manage stairs.
We had a carer travelling from Kent with her as a holiday of a lifetime, the service user has learning disabilities. When they arrived after a long train journey it was quickly apparent that the accommodation was not suitable. The stairs were not manageable. She was booked to stay for 4 nights, the carer asked nicely if there was an option for a refund as they would need to find alternative accommodation, given the fact there was no ground floor rooms.
The proprietor said we would need to contact hotels.com as he could not honour the refund without them. I contacted hotels.com straight away as they were now stranded. hotels.com said they would get in touch with the butterfly hotel. Due to the fact that butterfly hotel did not answer their phone calls no refund has been available. They also could not help with alternative accommodation, meaning i had to search myself.
Our service user has now had to foot the bill for two hotels. Given the situation I would have expected some compassion and at the very least a voucher or discount on another stay! Absolutely disgraced at the lack of support. Will not be recommending hotels.com or the butterfly hotel.
Mary
Mary, viaje de negocios de 4 noches
Opinión verificada de un huésped de Hoteles.com
