Albion House

Superb guest house Friendly very clean and modern guest house, highly recommend to anyone , very comfortable nights sleep . Thank you xxx

We had booked a week's accommodation here via ***********, to explore the Pembroke area. It was meant to be a dog-friendly accommodation, and specifically we were not charged extra for the dogs with us, which is one reason why we had booked the accommodation in the first place. When we arrived at the accommodation, we were received warmly and shown to our room. Breakfast was good, as it was a cooked breakfast. There were other things on the menu, but when asked on the various mornings, they did not have anything else, so we stuck with cooked breakfast. During the stay, we have had to go downstairs every single day to ask for tea or milk or towels, which is not what you want to be doing after a 10 mile walk over the last 6-8 hours - this happened every day we were there. Initially we thought they had forgotten on our second day of stay, but when it happened continuously on the 3rd, and 4th days, it was a little annoying! Parking was public, and opposite the building, provided there was space available. To add further insult, when I checked my bank account a week later, I saw that I was charged a further £50, which I was not informed about. I wrote to *********** to question this further, and their reply was : 'Foremost, we are really happy to have you as our loyal customer. We'd like to personally apologize for this appalling situation that you have experienced. We can clearly imagine your frustrations, and we're so sorry if your trip has been affected. the total price of your booking is 565 GBP and there is clean fees excluded bout 50GBP. Once again, please accept our sincere apologies for any inconvenience caused.'. At no point in the 7 weeks after the booking was made, was there any statement about cleaning fees (I would expect that from an Airbnb, not ***********). When I questioned further, apparently this was charged by the hotel itself. And when you look at the questions asked in the Q&A, it states that there are no extra fees for dogs/pets as of 21 Sept 2020, and ON THE DAY we check in (28 August 2022), there is suddenly a charge of £10 per pet per night. AT NO POINT IN OUR WEEK'S STAY WAS ANYTHING MENTIONED TO US THAT THERE IS AN EXTRA CHARGE. We have been doing this for a while, and we have not had any complaints that our dogs have made the rooms extra dirty for the past 10 years, so this beggars belief. I understand that businesses need to make money, but there are proper ways of doing this, instead of cheating your customers. This is terrible service ethic by Albion Guest House, and a sneaky thing for a business to implement without informing its customers. When booking via a third party (***********), they were just as unhelpful, and there does not seem to be a way for a complaint to be made either! All in all, an awful experience that we do not wish to repeat again. Word of advice - always check your bank account the week after, for any extra unexplained charges, and question them ASAP!