Kennet & Avon Canal Trail Romantic Vacations

Firstly, the property is not a hotel . We found it difficult to locate it . It is a small private apartment with 3 small bedrooms bed rooms and 1 common bathroom for all . As advertised during the booking , we could not find a lounge ( except for a ground floor living room ) or place to sit and relax , watch tv or enjoy a cup of coffee . There are no bar and restaurant as advertised. No swimming pool or playing place - as seen in the advertisement . There is a kitchen but it is not useful for the guest . Our booking was for 4 adults and 3 children and accordingly they offered as 3 bed rooms . When we reached to the property for check-in. It was not ready . The previous occupant had a pet and such required cleaning was not done . The property was smelling cigarette. We left the property for the cleaning to be done and returned in the night . To our surprise we found somebody sleeping on the ground floor . The building main door was opened . And our personal belongings were on the first floor - serious breach of security . We called Taj to explain the situation- but he was no helping , rather rude. He promised as an extra bed, we could not find it anywhere. The three beds were not enough to accommodate 7 members . I don’t know why you people accept this reservation when it was not suitable for a family . Somehow we Managed the night and checked out by 10.15 . How can you consider this property as a Hotel . This is my first experience with Hotel.com and it was terrible.

The room wasn't ready when we arrived at 3:30 though the booking said ready by 3. It didn't take too long but was a bit annoying. The room itself was lovely though it was a bit strange to not have a bin and I would have liked more coffee etc. We got a wake up call at 5am which we didn't ask for. When we checked out I brought this up and we were told it was a mistake and the person apologised but I would have preferred if they apologised without me prompting and maybe offered us some kind of compensation. I have issues sleeping so it was really quite disruptive. I did wonder if it was because we were clearly not well off and the place is quite posh. I don't have an issue with someone making a mistake but seems weird not to apologise.

We had previously stayed in a Bob W in London. Great little room, no front desk, everything was automatic. I was coming back with my wife and 2 daughters in the summer. We instantly thought how about we reserve another Bob W. They had a room for 4 people, perfect! Now... being biased by our previous experience, we didn't realize that there was no AC. We arrived in the middle of summer during a heat wave (they had provided fans). The problem is that the smallest window that you see in the photo in the only entry for any sort of air circulation... and they covered it with another sliding window! There was no air! We were suffocating. We were genuinely scared. Apart from this terrible air situation, we quickly realized that it was all made to look good but the room had other issues. The shower head was broken. We had to hold the shower head! There was also a lot of dirt. Not on the surface, again, it's made to look good. But the fans, certain surfaces that are not visible, everything was covered with dirt. The TV wasn't even plugged because they have to move things to open the sofa bed to accommodate 4 people. Now after struggling to communicate with someone (their customer service is AI on WhatsApp), their team finally took over. They finally helped us and even though the room was non-refundable they made an exception and will refund (they say it takes up to a month) an average rate (not what we actually paid) the night we weren't there.

The room was very clean except for the armchair which is in need of a shampoo. Everything else was fine, plenty of tea, coffee etc. My only real concern was that on the morning of check out, someone, presumably a housekeeper, opened my door then left again. I found this worrying because it was well before check out time, I was in the shower and I was a woman alone and defenceless. I thought I had double locked the door but obviously it can still be opened by staff.