The first room we were checked into did not have the advertised bathtub or any view. Just a rough glass window with no possibility to see through it.
The second room was ready after waiting 10 minutes, then 20 more, then 20 more, then 20 more (we would’ve gone to do something else if told that we would have to wait for so long). Wasting an hour of our time past checkin time (not counting the first room problem), waiting for a room fitting the promises we booked on to be ready. We have not got it:
That room also did not have a bathtub. The city views were a normal street view (2nd floor).
Overall it took us 3 hours to check in, and didn’t get the bathtub we wanted (and that was necessary that weekend)
People were nice, we were offered apologies, a drink at the bar, complimentary breakfast, and a bottle of £10 red wine.
When I left, I informed reception of the false information on hotels.com website, and sent two emails to management to insist on this important point. They said they’d do something about it but it’s been 3 months and still nothing has been done.
Ludicrous false advertisement for an otherwise nice hotel. The bedding and linen are fantastic, the breakfast is nice, the people amenable. The rooms are modern and clean.
Do better, sales/marketing people, you’re letting everyone down as usual. I would not have left any review if you had.