2/10 Poor
Apr 16, 2024
After not being able to gain access to another property we had booked which was nothing to do with and no fault of Hotels.com or Diamontino Town House, we found ourselves having to find alternative accommodation for the night late in the evening or face having nowhere to sleep. We found Diamontino Town House on Hotels.com but they would only take a booking for a minimum of 2 nights. As we were in a fairly desperate situation, we had little choice but to take it, so we booked it and as required, payed for it up front. Only AFTER the booking was accepted and payment was taken did we receive a message saying that check in closed at 5:30pm and any arrangements to check in later had to be made 24 hours in advance. Of course if we had known this before we had booked and paid we would not done so. We went to the property anyway to see if we could get in but found the doors locked and no way of entering.
We now found ourselves not able to get into a second room we had booked and paid for and as it was by now about 10:00pm we desperately had to find a third room, which we were successful in doing. It was only about an hour later and without any indication that it was coming, that we received an email with entry instructions.
We have since made application to Diamontino to get a refund for the room we were not able to access but they have refused.
I think this is an appalling and disreputable way to do business and I would in no way recommend this property to anyone.
Peter.
Peter
Peter, 2-night trip
Verified Hotels.com guest review
