Be Cottage Hotel

Booked this hotel for upcoming new year stay 2023, got a very good rate for 4 people for 2 nights stay, after confirmation on *********** the following day received a phone call from the hotel saying that they had a computer problem and that I need to cancel on *********** then re-book straight after. I did as instructed and the hotel was fully booked!! After many emails to the hotel they came back to me eventually to say that they do not do 2 night stays that time of year and I can have a 3 night stay at 3 times the original cost, if this was true then why did *********** allow me to book it on there site?? I have used *********** many times and never experienced this, I know what the hotel were up to, they wanted more money and undersold the room, it was just the lies from the hotel that annoyed me, I have taken it up with *********** and have re-booked 2 nights for the same dates at the wonderful Castel Victoria in le Touquet, and I add that I booked direct with the hotel which also saves money.

We booked the Be Cottage Hotel for 2 nights. We travelled from the south of France for 7.5 hours and arrived about 6pm. We checked in and got changed in the room and went out for dinner. On returning to the hotel we went to bed, the bed was unbelievably uncomfortable, it was so soft it was like sleeping with a dip in the middle of the bed. So as you can imagine we woke with bad back and neck pain. The hotel had no air conditioning so with the windows open it was very noisy. When I had a shower in the morning I saw how terribly dirty the hotel was. I went down to reception to report this but no one was around. I then emailed the hotel with photos of the dirt in the room. We decided to leave as it was just really dirty and a very uncomfortable room. The lady on reception was very apologetic but said she couldn’t refund without the management. *********** contacted the hotel and the manager has said there would be no repayment for our second night as we could have reported to reception, please note no one on reception after 8pm. However I also messaged the hotel to complain at 10pm. They also said the beds have been recently changed, they must have accidentally bought blow up beds! That is definitely not a new mattress! I notice that others have left reviews about terrible beds so it’s a common theme. I haven’t asked for a refund for the first night but just for the night we haven’t stayed for. We left early so room could have been resold. I wanted to give the hotel the opportunity to rectify the issue but it would seem not only can they not provide a good nights sleep with a clean room they also provide terrible customer service. They clearly don’t want to be fair, how many times can you try to contact someone! It is not my fault they do not man reception after 8pm. I would like to say prior to the stay the reception team were helpful at answering queries about parking etc. I believe this is a case of the management who aren’t present being terrible at customer service not the employees. The receptionist was very apologetic and seemed very embarrassed about this situation. I would strongly advise people not to stay here. Unclean, uncomfortable and bad customer service from management!