2/10 Poor
Dec 7, 2023
The apartment was beautiful. The communication from the owner however was appalling. I received 19 emails about the one night stay and none had the entry instructions within. I assumed therefore that it would be self explanatory on arrival. We were faced with several new build apartment blocks. After about fifteen minutes I finally located the front door of the apartment, third floor of one of the buildings but at this point had no key. My partner found the car park amongst the thirty or so spaces but I had missed it - the reason that despite most holiday cottages having a large sign this was no bigger than my hand and on the back wall of an open garage area. It was dark whilst we were trying to locate everything. We then noticed the key code box but despite reading again the multiple emails there was no key code number. I then tried to phone all of the numbers on the communication. I assume it was the cottage owners voicemail that said office hours are Monday to Friday 9-5 (we were phoning at 6pm on a Sunday evening). With our dinner reservation looming we walked through Whitby on an online web chat with Hotels.com. They were really trying to help us but couldn't speak with the owner. Hotels.com also phoned me. Unresolved this spoiled our dinner as we looked up other accommodation options. At 8pm I received an email with check out instructions with the key code. We enjoyed the stay once in but stressful due to lack of useful communication from owner. Disappointed and upset!
Sharon
Sharon, 1-night trip
Verified Hoteles.com guest review