Appalling Experience – Bed Bugs and Poor Customer Service
I would not recommend this accommodation, particularly to families with disabled or medically vulnerable guests.
At 10pm, my eldest daughter discovered multiple large bed bugs crawling across the sheet beneath the duvet. We have geo-tagged photographs as evidence.
We immediately complained but were told there were no alternative rooms and that the hotel had no problem with bed bugs. We had no choice but to leave.
At 11.30pm, we were packing and desperately searching for alternative accommodation. This was particularly distressing as my disabled daughter has a low immune system, and we needed accessible facilities and parking. We eventually found another hotel 25 miles away, arriving at 1am, far from the area we needed to be in on Sunday morning.
Before arrival, I had sent two messages asking about parking after being advised to pre-book. Neither received a reply. Although our accessible accommodation request was accommodated, the apartment had unlit stairs, badly worn flooring and stained carpets.
Hotels.com was the one positive. Its online chat team was fantastic, handling our complaint professionally and arranging a full refund, expected within 7–10 days.
However, a refund cannot compensate for the distress, lost sleep, disruption and additional travel.
Finding multiple bed bugs was unacceptable, and the hotel’s response offered no reassurance.
Would I return? Absolutely not.
