If I could put 0 stars I would! Paid £75 for one night, sounds about right for a seaside town in the summer. The Hotels website looked lovely! Glass bowls in the bathroom and really nicely finished. I always take a good look at hotel photos so I can ensure we are staying somewhere nice. On arrival there was no parking - we almost turned around as the road was so derelict. Hotel entrance wasn’t too bad, we were given keys to the top floor, and as you walk through the hotel it’s got bits of wood as a banister, wall paper hanging off the walls, ladders in the middle of the corridor - extreme hazard, loft hatches missing. Our room was tiny, it had a door frame hanging off which was meant to lead to a balcony but there was no balcony. The room had paint falling off the ceiling above the bed, the phoneline to reception didn’t work, mould on the walls. The bathroom was clearly done by a “bodge it” person, the toilet didn’t flush, silicone everywhere; the bath was even dirty! The room was that bad I didn’t even feel safe using the electric!
Went to complain to the reception - already booked another hotel as my partner didn’t feel safe staying there and said he would rather drive back home for the 5 hours it took us to get there. Upon arrival back at reception there was another customer complaining about the state of the room - they had moved 3 times and it was still below standard, and another lady who had stayed 8 nights complaining her bedding hadn’t been changed once during her stay, this confirmed our thoughts that even being offered another room they would all be the same. Very unhappy the receptionist offered us 50% refund we refused as the room or the hotel was not what we paid for and we wished to stay somewhere clean! She called her manager who said we could not have any refund, with no reason why. I then had to call her myself, she was very unhelpful! Firstly saying they only offer a refund if they cannot “solve the issue” I said the issue isn’t something that can be fixed immediately, she then followed to say they do not offer refunds full stop, I asked for a justification of why not and she couldn’t answer - simply stating that other customers enjoy the hotel but from the customers already complaining and the reviews I have just read this is clearly not true. It took another 20 minutes of arguing before I agreed to be shown 2 more rooms, therefore complying with her first stated refund policy. The 2nd room I was shown had used towels, unflushed toilet, empty drinks bottles and the light hanging off the wall - a disgusting state to be offer a room! Clearly hadn’t been cleaned since the previous occupier! The 3rd room was not much better, my partner this time went up and looked as I was getting really upset by this point and as he opened the door the carpet ripped up! The receptionist witnessed this and said she could not comment on the state. In the end my partner had to call the police who told us the hotel Manager (who was in Plymouth at the time) had 40 minutes to return to the hotel to refund us. In the end the Manager agreed to refund us but we had to return to the hotel at 8am the next morning- we made sure we had this in writing before we left. The hotel we paid the same rate to stay in was spotless! 10 minutes up the road, properly sea view! Our stay was reuined as we had to get up so early to get our refund and missed breakfast. Avoid this hotel like the plague!!! I have stayed in a lot of places while being away and this is by far the worst I have every come across! Their website makes it sound like it’s lovely but i would be very surprised if they are open next year! Management are extremely unhelpful and not understanding in any shape or form! No cleaning standards in place and fire hazards everywhere! Should not be offering rooms to customers in such a state! Should be ashamed of yourselfs! Regardless of getting our money back we still would not have stayed!
Very very surprised that trading standards have not closed this place down yet! This hotel should not be advertised on here!