Upon our arrival and check-in at around 8:00 PM, we were dismayed to discover the poor condition of our room. The room had not been cleaned, with dirty sheets covered in hair. We were not informed beforehand that the toilet and shower facilities were shared among six other guests, which were in a terrible state. The front desk staff seemed oblivious to the importance of maintaining hygiene. When we raised our concerns, they responded with laughter. As a result, we chose to leave the premises within an hour of checking in, opting for a different property with comparable pricing. It is disappointing that this substandard establishment is listed under a well-regarded h my Hotel.xom group.
We incurred a financial loss of £123 and experienced inconvenience and distress due to this unfortunate situation. Adding to our frustration, the lodge refused to offer any refund despite our short stay. Additionally, a £100 security deposit, which could have been refunded immediately, will take between 4 to 14 working days to be returned.
We expect the prompt refund of our security deposit and will explore options for obtaining at least a partial refund since we did not utilize the booked facilities. This experience has led us to reconsider our future engagement with Hotels.com.