"Booked a Superior Quadruple Room advertised as containing 2 Double Beds. The room provided contained 1 Double Bed and 2 Single Beds, which did not match the room description I booked and paid for.
The room also had a number of cleanliness and maintenance issues, including stained bedding, stained carpet, discoloured grout and sealant in the bathroom, damaged woodwork, and a leaking iron supplied by the hotel.
In addition, the room allocated did not resemble the room quality and standard presented in the photographs used to advertise the Superior Quadruple Room. While I appreciate that hotel photographs may be representative, the accommodation provided was significantly below the standard I reasonably expected based on the room description and images used to secure the booking.
Had the room been accurately represented, I would not have made this booking.
I raised a formal complaint during my stay and supplied photographic evidence. Customer Services acknowledged my complaint and confirmed it had been passed to the hotel manager. Despite this, I have still not received a substantive response.
My advice to future guests would be to verify the exact room configuration directly with the hotel before booking if the advertised bed arrangement is important to you."
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