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"Couldn’t fault it, excellent stay "

"One day before my family's planned arrival, I received a call from the operator's husband to say there was no hot water and he wanted to give me the opportunity to book an alternative stay. I understood this to mean a refund would be given in this event. It was late to book elsewhere so initially my family agreed to go regardless but as no further communication was forthcoming despite several attempts I booked elsewhere. Despite Consumer protection laws clearly establishing that accommodations must be fit for purpose I did not get a refund. Both owner and hotels.com hid behind a deadline for cancellation (which was not on my side and not possible within the timeframe given this was A DAY BEFORE our booking! - the management should have acknowledged the issue, offered immediate compensation, and taken urgent action to remedy the cause. Regrettably, I cannot recommend The Claverley Hotel to colleagues or other travellers."