I booked a twin for me and my daughter, however when I checked in online, they said they only had queen beds. They said they'd add a note to the booking and staff would see what they could do on the day, but this wasn't acceptable.
After half an hour on live chat and phone, they finally agreed to put us in a room with 2 beds (a king + sofabed) for free (after asking for an extra £60!).
When we arrived, we checked in at reception and was told we didn't have breakfast. Despite showing the confirmation email saying we'd booked breakfast, there was still an issue. So we were told we needed to email reception with the confirmation.
We then got to our room to find we had a twin, not a king, but that was fine. However ten minutes after arriving another set of guest let themselves into our room. It turns out reception had mixed up rooms (as we had the same surname)!!!
We managed to sort it with reception, who upgraded us with a suite and 2 free desserts as an apology. The new room was right next to the lift shafts which constantly made noises every time it went up and down ... all night and woke us early the next morning.
On reflection the fact that keys were given to 2 guests for the same room is extremely concerning. Once you are in a hotel room, you expect to feel safe.
Luckily it was 2 ladies and shortly after we had arrived, but I could if been gettin
it could if been extremely scary had it been 2 men and they come in a night,
I could of been in a state if undress when