Hotels.com — Wrong information/ advertising

Address:

Grand Bastin , Folkestone

I made a booking for the 15th July 22, for the Grand Burstin Hotel, Folkestone. I arrived at 21.00 due to traffic and was looking forward to parking my car and booking in quickly. The first problemi faced was this Hugh carpark was chock a block with cars, contractor vans, I tried all over and down under the car park but was faced with lots of angry car owners trying to reverse out as they also couldn't find the free parking which was available for the guest . Several guests had to pay £30 to park nearby! However this nightmare was just beginning as when I entered the Hotel, instead of a quick booking there was a long que going right out the door, with babies crying and people really stressed out . To add to the awful scene several housekeepers were piling out of the lifts pulling large trolleys of filthy laundry at 21:30 in the evening ! Several customers were already booked in but had gone back to the reception to cancel their booking as the rooms were so filthy and bed linen had stains on them . They had young, tired children with them and were looking forward to a good nights sleep but had to go out late at night to search for another hotel, one family said they would rather sleep in the car than in such a filthy, badly run Hotel. I immediately cancelled my booking, the woman didn't care, didn't try and apologise or use any type of customer service explanations. I use Hotels .com a lot all over Britain and found them very good, but this experience has removed my confidence because if you allow hotels like that on your site it is a bad reflexion on your own standards . I have a couple of photos but it says they are too large to send . Thank you