During my recent hotel stay with my partner, the experience was completely unacceptable. On arrival at 16:30 we were told our beds weren’t made due to a late linen delivery. Even when we returned at 20:30, the room still wasn’t ready. Although the hotel claimed to be accessible, one lift was broken and the other was too small for my wheelchair, forcing me to use crutches and climb stairs to reach our room.
The room door was wedged shut due to thick paint on the frame, and neither of us could open it. After requesting a room change, we were told the only available room was on the 3rd floor, but the lift only went up, not down, making it impossible for me as a wheelchair user. We agreed to have the door frame shaved down, which took until around 23:15.
We then discovered the heating didn’t work and the water was barely warm, so we couldn’t shower after a 7‑hour journey. From 23:35 onwards, the fire alarm went off repeatedly throughout the night (around 7 times), preventing any sleep. The next morning we moved to a nearby hotel and lost the first day of our holiday.
When we returned to request a refund, the fire brigade had closed the hotel because the alarm system couldn’t be repaired. The manager claimed they had reported themselves to booking sites.