Dear Roxanne,I am sorry to hear about your disappointing experience during your stay. It sounds like there were a number of issues that made your stay unpleasant. It is also concerning to hear that you did not feel welcome during your stay.While it is unfortunate that there was no refund available for your booking, I hope that you were able to make the best of your time in the area, given the convenient location to the hospital.Thank you for sharing your feedback with us. We take all guest feedback seriously and will work to address the issues you mentioned, in order to improve our guest experience in the future.Best Wishes,

Dear Mr Mansor Shaikh, Many thanks for your review and feedback. We are sorry to hear your comments. If we could just take a moment to look at each point in detail, please: The late check-in fee is stated in our terms and conditions on our website as is the removal of outdoor shoes. (We do have slippers which we do offer but we apologize if we didn't on this occasion due to the later time of arrival). The hand sanitizing gel was offered to you which you didn't decline, we pride ourselves on keeping our house as clean and tidy as possible. We find most people are grateful to know that we take hygiene seriously after the Covid pandemic. The carpet in your room is quite new so we are mystified. Regarding the pillows again they seem to be appreciated by most. However, we would have been very happy to exchange them if you had told us. Parking is free and available and as stated we request that the guests let us know if they need space when they book. As mentioned earlier we do maintain a high standard of cleanliness. As you were here for two nights we would have entered your room, and would have done some cleaning. We provide a continental breakfast which is included. Always there is at least a selection of seven types of cereals, bread, pastries, yogurts, a selection of juice, different kinds of milk and butter as well as fresh coffee and tea with herbal teas also providing for the GF and LF diets. Please have another look at the website details again to put your mind at rest but we are very happy to discuss any concerns which you may have. https://www.expedia.co.uk/Cambridge-Hotels-The-Holly-Tree.h31482337.Hotel-Information?adults2&children&chkin2023-03-31&chkout2023-04-01&d12023-03-31&d22023-04-01&destTypeMARKET&destinationCambridge%2C%20England%2C%20United%20Kingdom&endDate2023-04-01&hotelNameThe%20Holly%20Tree&latLong52.20472%2C0.12007&privacyTrackingStateCAN_NOT_TRACK&propertyNameThe%20Holly%20Tree&pwa_ts1679080185158&referrerUrlaHR0cHM6Ly93d3cuZXhwZWRpYS5jby51ay9Ib3RlbC1TZWFyY2g%3D&regionId781&rfrrHSR&selected31482337&selectedRatePlan382865737&selectedRoomType314279934&sortPRICE_RELEVANT&startDate2023-03-31&top_curGBP&top_dp182&useRewardsfalse&userIntent&x_pwa1 Wishing you all the best, Kind Regards, Ruth. The Holly Tree BnB Cambridge

Hi Will,We are very sorry that you have not enjoyed your stay with us. We would really appreciate if you could elaborate more please.Many Thanks,