We booked what was meant to be a relaxing babymoon through Trivago, specifically choosing this hotel because it advertised a pool, entertainment, and a functioning restaurant. Less than 24 hours after booking, we received an email stating the pool was closed, there would be no entertainment, and the restaurant would only be serving breakfast during our stay – all due to the Boardmasters Festival (which we had no interest in and didn’t even know was taking place). This information was not disclosed at the time of booking.
On arrival, we politely asked about the pool and were met with an incredibly rude and patronising response: “You can go to the beach” (despite bad weather), followed by “Do you have a shower in your room? Well, there you go!” and even a sarcastic “I’ll buy you a paddling pool for your room.” This was not only unprofessional, but insulting.
The bar was only open between 3–7pm, leaving nothing to do. The room looked nothing like the photos – stains down the walls, outdated furnishings, and paper-thin walls meaning we heard everything from neighbouring rooms. Instead of the peaceful break we booked, the atmosphere was more like a youth hostel due to the hotel catering to festival-goers. This is not acceptable when you’re 8 months pregnant and in need of rest.
To make matters worse, other guests told us they also felt misled.
The customer service was ultimately the worst we have ever experienced and would caution anyone thinking of staying here!
