Booked and paid for a suite back in July for a weekend in November to be told at 4:30pm on the day of arrival that our room was not available as they overbooked and that we were going to be downgraded. We were told we would be compensated with either complimentary breakfast, complimentary valet, a complimentary upgrade if we chose to stay again another time. So disappointed with the phone call, driving 2 1/2 hours to arrive to be told that valet parking was full and we could pay for valet parking anyway that evening and she would run it past her manager in the morning, as we were not getting the valet parking we said no and parked on the street.
Our room was located on the 2nd floor ‘Deluxe’ room, this room was not a 5* standard room which was located beside the lift which may aswel have been in our room with the noise of it every time it was called!
We spoke with the manager on site and advised how unhappy we were, he was lovely and provided us with a Refund for our weekend as it was not the standard that we had signed up for. I wouldn’t rate this hotel as a 5* hotel but the staff member I dealt with was brilliant and extremely helpful