Business

This place has the worst customer service EVER! I booked this place for my elderly parents for a weekend away at Great Yarmouth. The staff were rude and abusive from the moment they walked in. We had booked two double rooms and one single. They were told the rooms were not available even though they arrived after the check in time. He refused to give them rooms that they had paid for. I myself called the hotel to find out what was going on and the person on the phone was abusive, rude and disrespectful. He said he will not give us a refund also the rooms were not available so there was nothin we could do about it, and then out the phone down on my face. I then called through to booking.com to find out what I can do to sort this out, spoke to a advisor named David who spoke to the hotel. Apparently all of a sudden the rooms were now available however we would have to apologise Because my parents showed some frustration due to the inconvenience they were put through! I believe it鈥檚 normal for a customer to be frustrated if he has paid for something and not received it right? However this business wanted an apology which I said myself that my parents are not saying sorry because they have not done anything wrong! I am going through a complaint process with booking.com and this business have lied to them and told them that the rooms were available and apparently we stayed there! I recommend NO ONE STAY HERE!

My wife and i are 70 years old and have not had an holiday in 18 years. I am wheelchair bound unfortunately. We booked the stay at this hotel by telephone in January 2019 after seeing it on Trivago, Trip Adviser and Late Bookings. We saw advertised that there were entertainment on 4 to 5 nights, and 6pm evening meal. It鈥檚 even on there brochure they gave us. We were assured by the gentleman who booked us in that this was true. We were pleased about this as we said we would be having an evening meal every day, and then go to the bar and listen and relax to the entertainment. We also telephoned 3 more times up to the 27th July 2019 for a booking confirmation receipt that they promised to send us, never got one.

After travelling 140 mile we arrived about midday, went to the box room reception and to be told there is NO ENTERTAINMENT and NO EVENING MEAL, we were gob smacked to say the least and very upset. We were taken to our room which was on the 2nd floor, remembering I am wheelchair bound and if there was a fire and not supposing to use the lift, how on earth would they get me out!
Our understanding there were 3 more rooms like this.

We entered the room which was another big shock, it was filthy and just able to turn wheelchair round. Twin beds but mattress on one was like sleeping on bare springs. The bathroom was also filthy and shower head broke. The contents in the room wanted to be taken to the tip. No ventilation because it was patio doors and could not be locked on vent.

Had it not for travelling 140 and feeling tired we would have gone straight home. So we stopped over night, heart breaking. Following morning went for an advertised FULL ENGLISH BREAKFAST, half the food were missing and was swimming in fat. A server actually wiped her nose with her hand while serving and fingers was in the food, absolutely disgusting. The church hall dining room had most of the paper on walls bubbling off. After breakfast we went to check out, to be asked why we were leaving. My wife told them the story and to be told we had not given them chance to clean the room. As we understand the room is supposed to be cleaned BEFORE you go in. We were told NO REFUND.

It was nothing but a glorified hostel, Health and Safety ought to be called in.