2/10 - Insatisfatório
16 de fev. de 2026
I am writing to complain about my stay at the Hythe Imperial Hotel on Saturday 14 February. The experience was extremely disappointing, particularly as we had previously stayed without issue.
We checked in around 4:30–5:00pm (check-in from 3pm) and were allocated an ADA/wheelchair accessible room, which we did not book. Reception told us it was “luck of the draw” and nothing could be done due to late check-in, despite other guests being allocated classic rooms after us. We were also informed no refund would be issued if we chose to leave, which left us feeling pressured to stay.
No attempt was made to resolve the situation or offer any goodwill gesture. When we asked if anything could be done, we were told they “can’t hand out free stuff left right and centre,” which felt dismissive.
Not even a offer or a late check out or free breakfast (not that it would have been accepted but the offer wasn’t there to be declined)
The leisure facilities were run down and poorly maintained, with flaking paint, a very small sauna fit for only 2, and a hot tub that switched off every two minutes fit for only 5 max, We cancelled dinner after overhearing multiple complaints at reception, which on Valentine’s Day made finding alternatives difficult.
Overall the service, communication and facilities were unacceptable. Had we been informed about the room in advance we would have cancelled.
Please investigate and consider a correct response to why your facility and staff are of this manor.
Mark
Mark, viagem de 1 diária
Avaliação de hóspede verificada da Hoteis.com
