England All inclusive Vacations

After arriving 24 hours late due to Heathrow airport closure, we checked in at 11pm at night and entered a lower grade room than we’d prepaid for 5 nights. The sofa bed we’d asked to be set up for our daughter was also not done, the coffee and tea amenities had been used and not replenished with wrappers left in the box, the mirrors and desk were dirty, and we were not provided with the appropriate number of towels for our booking. Given our delayed circumstances and travelling with a 4 year old we went to sleep and decided to deal with it in the morning. When we questioned reception we were told the booking system doesn’t work that way and we are not guaranteed the room we book and pay for, the room we booked wasn’t available, that they could not distinguish between the king suite we booked and the small queen room we’d been given, and that they’d had a busy day with the airport closure themselves?! I questioned all of that and was challenged and met with a dismissive attitude, given false information, then finally issued keys to a room that aligned with our booking but no apology or compensation for being put in a room we did not pay for. As part of our booking we also paid for 2 bottles of wine and received 1, having to ask for the second 4 times before it was received. Housekeeping occurred one day but not the next, leading us to ask for things constantly. This is the most disappointing hotel experience we’ve ever had.

After arriving 24 hours late due to Heathrow airport closure, we checked in at 11pm at night and entered a lower grade room than we’d prepaid for 5 nights. The sofa bed we’d asked to be set up for our daughter was also not done, the coffee and tea amenities had been used and not replenished with wrappers left in the box, the mirrors and desk were dirty, and we were not provided with the appropriate number of towels for our booking. Given our delayed circumstances and travelling with a 4 year old we went to sleep and decided to deal with it in the morning. When we questioned reception we were told the booking system doesn’t work that way and we are not guaranteed the room we book and pay for, the room we booked wasn’t available, that they could not distinguish between the king suite we booked and the small queen room we’d been given, and that they’d had a busy day with the airport closure themselves?! I questioned all of that and was challenged and met with a dismissive attitude, given false information, then finally issued keys to a room that aligned with our booking but no apology or compensation for being put in a room we did not pay for. As part of our booking we also paid for 2 bottles of wine and received 1, having to ask for the second 4 times before it was received. Housekeeping occurred one day but not the next, leading us to ask for things constantly. This is the most disappointing hotel experience we’ve ever had.

After arriving 24 hours late due to Heathrow airport closure, we checked in at 11pm at night and entered a lower grade room than we’d prepaid for 5 nights. The sofa bed we’d asked to be set up for our daughter was also not done, the coffee and tea amenities had been used and not replenished with wrappers left in the box, the mirrors and desk were dirty, and we were not provided with the appropriate number of towels for our booking. Given our delayed circumstances and travelling with a 4 year old we went to sleep and decided to deal with it in the morning. When we questioned reception we were told the booking system doesn’t work that way and we are not guaranteed the room we book and pay for, the room we booked wasn’t available, that they could not distinguish between the king suite we booked and the small queen room we’d been given, and that they’d had a busy day with the airport closure themselves?! I questioned all of that and was challenged and met with a dismissive attitude, given false information, then finally issued keys to a room that aligned with our booking but no apology or compensation for being put in a room we did not pay for. As part of our booking we also paid for 2 bottles of wine and received 1, having to ask for the second 4 times before it was received. Housekeeping occurred one day but not the next, leading us to ask for things constantly. This is the most disappointing hotel experience we’ve ever had.