Having booked this hotel a few days before, we were looking forward to travelling from Buckinghamshire to Falmouth. Being high season, it was tricky finding a room for myself and two daughters - and were delighted to have found the Lugo Rock - at £130 for the night.
What I hadn't noted was the very short check-in window just 4pm - 7pm - only 3 hours. This was on the confirmation email from Booking.com (with whom we booked) - however was in a small print and in brackets, and sadly we'd missed this - our fault.
As we approached the hotel (the email address says hotel), it was 7.23pm - and as we looked again for the accommodation address - we noted the limited check in times - and I asked my daughter to quickly call. After not being able to speak to anyone, she left a voice message to say that we're on our way and apologise for arriving after the check in time.
And after leaving the message, she noted that at 7pm the hotel had left us a voice message saying that as we hadn't arrived we were now classed as a 'no show' and not to come to the accommodation, but to contact booking.com.
We called booking.com who said that we needed to now find alternative accommodation - that someone from Lugo Rock had heard our voice message, had called them to say that we were considered a 'no show' - and that we had been charged the full £130. This seemed rather shocking, surreal and unfair.
And as we arrived at the property - we noted the unwelcome message on the door, which said "If you have booked your room through Booking.com and you have arrived outside of the check-in time (After 7pm) please do not ring the door bell, do not enter the premises but contact Booking.com to arrange alternative accommodation. Thank you."
Ultimately, I accept that the check-in times were on the booking form and that it was my responsibility to check it thoroughly. However, in 2013, I'm surprised and disappointed that a hotel or guest house has such a short check-in window, with no provision for those guest who may arrive slightly later. And for a property in Cornwall which many guest will travel to from some distance (5 hours in our case), it seems unreasonable. It really wasn't the kind of warm Cornish welcome we've come to know and we left Cornwall that evening feeling very disappointed.
If you're considering booking accommodation here, please, please, please - check in within the 3 hour window.
- Official Description (provided by the hotel):
- The Lugo Rock Bed and Breakfast is located in Falmouth, Cornwall it is a lovely historic old house set in a stunning location with the Blue Flag Gyllyngvase Beach and Falmouth sea front literally at the end of the road. All of our rooms have private en suites, we have unlimited free Wi-Fi access throughout the entire building and a free car park for all our guests. We have a large guest lounge with sofas, papers, board games and magazines leading out on to our sun deck with tables and chairs. We have many larger deluxe rooms with Kingsize beds and seating areas and also combined double and single rooms as well as standard doubles and deluxe twins. We serve an extensive breakfast everyday and guests have the option to purchase takeaway picnics or packed lunches. The Lugo Rock is a non smoking guest house. We also now have a Television which includes BT Sport in the Guest Lounge. ... more less
- Reservation Options:
- TripAdvisor is proud to partner with Expedia, Hotels.com, Travelocity, Orbitz, TripOnline SA and Booking.com so you can book your Lugo Rock reservations with confidence. We help millions of travelers each month to find the perfect hotel for both vacation and business trips, always with the best discounts and special offers.
- Also Known As:
- Lugo Rock Falmouth, Cornwall