Scarborough Stays - Hampton House

Hampton House Scarborough Avoid at all costs 874412822 AVOID AT ALL COSTS! Booked a last minute 3 night break on 23rd December after finding Hampton House on *********** and paid in full there and then £300.80. On 26th December I was asked to pay a damage deposit of £250 which would be refunded 3 days after our stay. Again, I paid this instantly. The day prior to our arrival I received another email to say there had been an issue with the damage deposit payment and could I re send it. I checked my bank and it was showing it had sent so after phoning customer service, I was told that they only hold the damage deposit for so long and then it would bounce back into my bank, so could I send it again! I did this as I didn’t want our break to be cancelled when I had an excited little boy but I was now £800 out of pocket in total. If the damage deposit was only held for a matter of time then why ask for it so early? It now meant the other £250 was taken from our spending money to pay for it again! We arrived at our allocated time of 3pm to be told on the doorstep that the toilet had broken, they were waiting for a plumber, couldn’t make any promises and could we go and pass some time and just wait. No phone call made to inform us of this problem prior to our 2 hour journey? Previous occupants had to be out at 10am so the place could be cleaned yet nobody pre warned us? The arrogant man on the doorstep promised to phone and keep me updated at all times. We were left wandering around Scarborough in the rain with our five year old not knowing what was going to happen, there was no signal, it was dark and I didn’t receive one phone call. I did however receive an email to say that the toilet couldn’t be repaired but ‘luckily’ they had found alternative accommodation which we would have to pay £405 for should we wish to stay. As if we had not paid enough already!! I replied to the email and asked on two separate occasions for them to phone me rather than emailing as this was just appalling! I also tried to phone their customer service which was now shut due to it being NYE! In the end I had to ask for a refund which took several days to appear back in my account. Shocking! Shame on you Hampton House! Just not good enough. Still not received a single phone call with any apology, explanation or any offer of compensation. Not only had we paid £800 but also the cost of fuel for our journey there and back and the food shopping expenses for our self catering accommodation!