2/10 Terrible
Catherine
16 Oct 2025
Really unhappy with my experience. I found out a week before our trip that my children's passports were expired. I hadn’t realized kids’ passports only last 5 years, not 10 like adults – an honest mistake, but one I tried to sort out quickly.
I called the hotel straight away to explain the situation and asked if I could move the booking to any other date — I was flexible, even willing to rebook for next year. Alternatively, I asked if a full or even partial refund could be considered.
Unfortunately, I didn’t receive any help or response. No offer to move the booking, no credit for future use, no refund — nothing at all. Really disappointed with the lack of understanding and customer service.
Catherine
Stayed 5 nights in Oct 2025