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I initially booked a Business Suite for two days, as I require sufficient space when travelling. Upon expiry of my stay, I requested an extension but was informed that the same room was no longer available. I was instead offered an Executive Room, which I was explicitly told was of equal size. Based on that representation, I agreed and paid for an additional three days.
Shortly after, I reviewed the listing online and discovered that the Executive Room was in fact significantly smaller—approximately half the size of the suite I had originally booked. I raised this immediately with the hotel and requested to check out with a refund, as the room did not match what had been described to me.
Initially, I was told to contact the booking platform for a refund, despite having paid directly at the property. When I pointed this out, the hotel changed their position and outright refused to issue any refund.
The situation then escalated unnecessarily. Two members of staff came to my room in what felt like an attempt to intimidate me, and the police were subsequently called. The officers themselves were professional and courteous; however, the fact that matters reached this point over a reasonable and justified complaint is completely unacceptable.
I ultimately had to leave the hotel without any refund, assistance, or resolution. The service was disgraceful, the handling of the situation was unprofessional, an"
