Great for families

Liked: Very kind and supportive staff

Bad

Liked: I didn't get to sleep in the hotel I was trying to request a refund back but you guys didn't pick up nobody did, they turned the hotel into a shelter, please refund me back my money to the card that I used.

Overbooked. Little attention to even...

Liked: The complimentary breakfast was ok.
Disliked: Physically, hotel is adequate. Didn't get the room type (2 queen beds) we booked 6 months in advance & also paid for in advance. Weren't told about the overbooking on arrival, simply allocated a room that we only realised had one bed when we got up to it. When we went back to reception to point out we hadn't been allocated the correct room type the receptionist simply said 'I don't have one'. Full stop. End of conversation. No recognition of the problem, apology or offer to solve it. When we pushed for a solution, we were eventually offered a roll-away bed, in lieu of the booked second queen bed. The first one brought to the room was dangerously broken (see pictures below) so we then had to go back to reception with photos of the thing & request a replacement. The bedding was provided plonked on top of the folded up bed, and we were left to make it up ourselves. There was a vague suggestion from the receptionist that a room of the type we booked might be available the following day, but no certainty, and no indication as to when or how we might transfer to a different room. We were told, if we wanted to pursue that we would need to speak to the manager who would arrive 'between 9 and 10' the following morning. We had commitments in Boston that morning, which we would have had to try and rearrange were we to hang around and wait for the manager. We concluded, based on the service received so far, that there was no apparent desire to acknowledge or solve the overbooking, and didn't trust that there would be a productive outcome if we did inconvenience ourselves. Also, there is only one train every 2 hours from Norwood into Boston on a weekend. We asked via the Booking app to be sent something in writing to confirm we had been overbooked.

Bad

Exceptional

Good

Exceptional

Exceptional

Disliked: breakfast