I had booked the Lonsdale House Hotel for a weekend away with my mum, we booked a twin room for 2 nights for £80 a night through booking.com.
Upon arrival were told that this was not correct and we had booked a double even though I had a print out that stated £80 twin room. The lady on the reception advised that this had happened before and they had no twin rooms remaining so we would have to share a double, as I was staying with my mum we accepted this as it was a bed for the night and I had just driven 3.5 hours so was quite tired.
We were given room 303 as this room had a jacuzzi bath, I'm not surprised that they tried selling it on this one feature as the room had nothing else going for it!
The bathroom was dirty, the wallpaper was coming off the walls, the TV did not work, the UHT milk provided was curdled, the room was unbearably hot and the windows did not open.
We were told that after 10pm the reception was unmanned as this was not a 24hr hotel so we were unable to complain at the time and had to sleep on it but due to the heat only had about 4 hours sleep.
The next morning we thought we would go for breakfast as this was included hoping this would cheer us up a little after an awful night, my mum had the full english which she enjoyed and I had the porridge which was not bad.
We went to the reception and spoke to a lovely young girl who had only been working there 2 weeks and took our complaints and said that she would do her best to have us moved to another room as they had twin rooms available now but she would need to speak to the manager first to have this authorised, we were happy with this and went to our room to pack up our things.
We then received a call to the room stating that the manager would like to inspect the room before anything happened, we said that this was fine as assumed that he would see our point, so left the key with reception and went out for the morning.
We came back approx 2pm and were met by the manager, he was a 50 - 60 yr old man possibly South African?
He pulled out the complaint first saying that was the wrong one showing he had 2 people complaining at this point.
He then said that the milk was not off and accused us of lying? why on earth you would lie about such a thing I don't know, he stated that the TV worked (this was another make of TV when I went to collect my things so had been swapped!!)
He had opened the window and wedged it with a door stop, he then said that if the room was hot we should have opened the window to which I went back to the complaint that the windows would not open as they were too stiff.
He refused to move us to another room and was very aggressive towards us, which was unnecessary as we were very calm considering.
We told him that we were not willing to stay in that room for another night so he suggested that we leave?!?!
Taking his advice we checked out being charged £95 for the room rather than the £80 I booked at!!!!!
I have never stayed in such an awful room and been dealt with by such a lack of customer service, we moved to the farmers 2 doors down - now that is a lovely hotel and highly recommended.
Please do not make the same mistake I made and stay at the Lonsdale, I have added pictures to show what our room was like.
DON'T STAY IN 303!!!!! you have been warned
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This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.