I’m writing to escalate a complaint regarding my recent stay at Polurrian Hotel, booked through your platform from 18th to 20th July 2025 (Room 204).
This is now my third attempt to seek resolution. Despite multiple emails and calls, the hotel has failed to respond meaningfully. When they do reply, they claim not to have received previous correspondence. Their refusal to cooperate has left me with no choice but to request your direct intervention.
The stay was deeply disappointing, with multiple issues that fall far below the standards advertised on your site:
• Unhygienic bedding: We discovered what appeared to be fresh blood stains on the mattress topper. Housekeeping responded but could not resolve the issue.
• Misleading facilities: The gym was in poor condition, with broken or missing equipment. Staff showed no concern when we raised this.
• Restricted access due to wedding: We were unable to access key areas like the lawn and pool due to a private event. Reception claimed guests were notified, but we received no such communication via Expedia.
• Poor maintenance of spa and pool: The facilities were dirty, damaged, and unsafe. I have photo and video evidence.
• Neglected games room and snug: Equipment was missing or broken, and the space was left in disarray. Loud music from the events room disrupted our evening.
While breakfast and spa treatments were excellent, they do not compensate for the overall lack of cleanliness, maintenance, and customer care.
