Very disappointing. Firstly, we wrote to add breakfast but didn’t receive a reply so not a good start. The room (211) was poor value: quite small, tired décor (eg they had removed a lock from the door but hadn’t filled it properly or painted it) and was very dark due to windows opening onto an overgrown bank close to the window, restricting the light.
But the main issue was in the bathroom. When we returned from dinner, that there was water on the bathroom floor, and the carpet outside the bathroom was wet. In the morning, my wife had a shower and immediately the tray filled up with water and an hour later, it was still as full so the drain was completely blocked, so I was unable to shower.
When we complained to the hotel, we were told this had never happened before - blatantly untrue because, as well as water in the bathroom before showering, the carpet by the bathroom was wet and stained, clearly from previous floods. The Manager refused to give us any refund on the room, saying we had to speak to Hotels.com (which we knew was nonsense) and offered us a paltry £16 discount on our bar bill which, after much wrangling, he eventually increased to £30. We paid the balance but made it clear that we didn't consider this to be sufficient compensation for the room problems because the Hotel had knowingly put us in a substandard room that was not fit for purpose due to a known problem.
We did write to Hotels.com but didn't even receive an acknowledgement. Poor service all round.