4/10 Poor
Natalie
Travelled with family, Travelled with group
29 Mar 2025
Liked: Cleanliness
Disliked: Staff & service, property conditions & facilities
Hotel that books rooms that aren’t available
My daughter and I booked and paid for a family room at the Coleshill Hotel as we were meeting up with friends in Birmingham and there were no twin rooms available. We were fine with this as we would then have plenty space to have drinks with our friends before going out and when we came back (our friends were also booked at the Coleshill). When we went to our room, it was a double room so I went back down to reception to let the, know there had been a mistake. She informed me that they had no family rooms left, I persisted saying that they had taken the booking so it must have been available when we booked it. She mumbled something about how sometimes companies like hotels.com don’t always tell them what size of room is booked, She then said she’d check to see if she could swap me into one of those guests hadn’t arrived yet. I was then informed that the bookings beside the family rooms had ‘must not be moved’ beside them. I let the receptionist know that I was unhappy with the situation and that I wanted a refund of the extra amount paid for the family room. I then spoke to the hotel manager who promised me that he would refund one nights stay for me but that it would need to wait until the Monday morning because it had been booked through hotels.com. Two weeks on and still no sign of a refund. Shocking way to treat paying guests. There is no way of contacting hotels.Com directly about this and the hotel clearly aren’t interested in sorting it. Won’t be back
Natalie
Stayed 2 nights in Mar 2025