As soon as I entered the room, it was immediately clear that it was not what I had booked. I had reserved a double room, but the one I was given did not resemble the pictures advertised online. The room had a wooden floor instead of carpet, and it was noticeably dirty—the floor was sticky, and when I turned on the lights, I could see dust covering the walls. Overall, the room was not clean or well-maintained.
I went to the front desk to request a room change, as this was not what I expected. However, there was no staff member present, and I had to wait approximately 20 minutes before someone arrived. When I explained the situation, I was told that there were no other rooms available. This was concerning, as multiple booking websites showed availability for the same night. After insisting, the staff member said they would “check the system,” and shortly after, they produced a list of more than ten rooms for us to view and select from.
The new room we chose was slightly better, but still did not meet the standards shown in the advertised photos. There was no bath mat provided for the shower, leaving only the dirty floor, and I was informed that if I wanted an additional towel to use for safety on the tiled surface, I would need to pay £3—an item that should reasonably be included.
Although this second room was an improvement over the first, it still fell far short of the quality and cleanliness expected based on the hotel’s online presentation