Bob and his friend booked very late in the day, stating they would arrive around 5pm. We quickly checked that the room was ready for guests and had been serviced, as the last guest had checked out the previous afternoon. Our on site agent assured us that all was ready, so we accepted Bob's booking request.
Bob and his guest arrived after 10 pm, dishevelled, quite drunk and abusive, and security on site wanted to turn them away. They were eventually shown to the room ( last check in is 8pm as stated on our page) Unfortunately, it became apparent the room had not yet been serviced, as our agent had thought, and was due to be cleaned the following morning. Bob was rightly upset and proceeded to take photos of the room, after using the toilet! Our agent realised the mistake and found alternative accommodation free of charge, and we naturally gave Bob a refund and offer of a complimentary stay at a time of their choosing.
While Bob's review in part reflects how he found the room, he has never stayed at our place, and we did everything we could to remedy the situation. We take great care to ensure that all our guests are made to feel at home, and in Bob's case, due to a clerical error, we were upset and saddened that everyone was let down.
We would like to assure all our guests that we have taken steps to ensure this situation never happens again, and you can book our room with peace of mind for a great holiday.