We arrived at this hotel last Friday night with reservations for 2 double executive rooms. After much fiddling around with their computer we were told that there was only one double room and one twin room available. We were two couples so obviously were annoyed that one of us would have to take a twin room (we made our reservations 4 months ago) but asked the receptionist straight out if the Twin room was definitely executive and he said it was. My sister and her boyfriend were in rm 555 which was a large lovely room with a sitting room area overlooking the front of the hotel. We were put in room 654 which was tiny, grotty and overlooked a roof at the side. It had no robes, no sitting room or anything in it to differentiate it from a standard twin.

We returned downstairs and asked a different receptionist what standard room 654 was supposed to be and he confirmed our suspicion that it was 'deluxe' (i.e. standard) not executive.

We asked the first receptionist why he had lied and he told us that there were no more executive rooms available and wouldn't be for the rest of our stay. At this point he offered us nothing to compensate us for this. He then told us that the confirmation the hotel received from Expedia was only for a standard rooms anyway, which implied we were lucky to get even one executive.

We asked if we could see the confirmation from expedia and when he got it, it turned out he had lied again as Expedia had requested two double executive rooms and that the reservations team at the hotel had accepted the request. Only after twice lying to our faces and after much arguing did The receptionist eventually offer us a complimentary breakfast and told us if we checked out on Saturday morning we could be re-checked into an executive double (despite having said previously there were none available!).

On Saturday morning we packed up and came downstairs where there were two different receptionists working. We said we had been told to check out so we could get an executive room per our reservation. They told us they knew nothing about this and could only check us back into a standard room, but that they would offer us a complimentary bottle of wine. However, obviously not realizing that we had physically seen the confirmation between reservations and expedia the younger receptionist decided to add "Being perfectly honest with you, your sister is lucky (i.e. for getting an executive room), she reserved a standard room and we have actually upgraded her". This was the third time reception had lied to our face yet we were treated like we were the ones who were liars, like we were chancing our arm for an upgrade, despite the fact we had reserved four months previous and had seen the confirmation of our rooms.

We thought the receptionists were bad till we met the bar staff! On Saturday night we ordered two identical rounds of drinks within an hour of each other but when we looked at the receipts there was £6 in the difference. We realized that we had been overcharged for the first round and went back up with both our receipts so the girls could rectify the mistake and refund us the £6. To our absolute horror they refused point blank to give us our money back saying that once money had gone through the till there was nothing they could do about it (anyone who has ever used a cash register would know that was a complete lie), that if they gave us a refund the till would not balance and one of them actually used the words "Look mistakes happen, don't blame us, we just work here".

She kept telling us over and over and over that all she could do was if we wanted to pay for another round of drinks she could give them to us at a discount but that if we didn't want to take the round of drinks there was "nothing" she could do.

Eventually again after much arguing I asked for a manager, she refused to get me one and then changed her offer of half price drinks to a round of drinks for free but still not our money back. Then, when we were leaving the two girls screamed "BYE NOW" at us in the most ridiculous sarcastic OTT way ever, that obviously intended to mock us for complaining about being overcharged!!! We never got our money back.

We spoke to the duty manager the next morning as the general manager was off and he was the only person we met who seemed to know anything about working in a hotel or who cared if guests had a nice stay. He apologized over and over for what had happened and upgraded us to Junior Suites free of charge. Have since received an email from GM apologizing also, which is nice!

Would also agree breakfast at £12 pp is overpriced and parts of the hotel are starting to look a bit dirty and worn, but the location is great!