4/10 Regular
24 de julio de 2025
Poor Sleep, Downgraded Room, Disappointing!!!
We arrived at the Thaxster Hotel at 1 AM. Check-in was easy, and communication before arrival was good.
Unfortunately, once in the room, we noticed a loud noise, which I initially thought was the air conditioning. After turning it off, I realised it was coming from outside, likely a kitchen extractor or similar unit running nonstop.
I reported it to reception the next morning and was told the issue would be resolved. Later that day, they said it had been fixed, but when we returned, they admitted it hadn't and that the noise would continue through our stay.
Earplugs were offered (which I used on the second night after poor sleep the first). We were promised a room change for night three.
We were moved, but to a downgraded room without the amenities we paid extra for, no kitchen area, robes, or coffee machine. I asked for a refund of the price difference and was told we weren’t entitled to one because we booked through Hotels.com. Had we booked direct, it would’ve been different.
It felt like we were being treated unfairly based on how we booked. We lost two nights of sleep and had to accept a downgraded room for the rest of our stay.
Staff were polite, but we didn’t feel truly supported. The hotel was nice, and check-in was smooth, but they failed to provide the basic service expected—a quiet, restful night’s sleep.
We won’t be returning.
Beverley
Beverley, viaje de 5 noches en familia
Opinión verificada de un huésped de Hoteles.com
