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I called to cancel my one-night booking at the Heathrow location before our vacation. Unfortunately our whole trip got called off because of the situation in the Middle East. They refused to refund my money and just offered a 12-month credit instead. That's completely unacceptable. I'm extremely disappointed with their response and won't be booking with them ever again.

Our experience with their timeshare program has been quite disappointing. Customer service hasn't been helpful and they've only offered solutions we couldn't accept. We've stopped paying for something we no longer use, but it's damaged our credit score significantly. Asking for reasonable terms to exit our agreement hasn't gotten us anywhere. This whole situation has caused stress and frustration, and I wouldn't recommend their services to anyone. I hope they eventually develop more compassion for older customers who made mistakes and work toward fair solutions for everyone involved.

I had reserved a room at a hotel location and paid the highest rate specifically for the flexibility to cancel. When I discovered there were restrictions on cancellations, I called customer service and spoke with someone I could barely understand due to their accent. They were dismissive and unhelpful. They told me I should have cancelled by 1 PM, which was just two hours before the 3 PM check-in time. I tried canceling at 2:10 PM but the system wouldn't allow it. When I called back for help, the representative offered me a lower rate instead of helping with the original booking I'd already paid for, which would have cost me money. As it stands, I lost £100 and this company lost me as a customer permanently.

Having been homeless before, I'm sickened by the fact that you rejected a paying customer solely because of his housing status. It's inexcusable. He had a phone that could have served as collateral for his booking. I don't care what your policies are stated to be, he could have died out there in those conditions. He clearly wasn't intoxicated and since he had money for accommodation, he should have been allowed to stay. Your company needs to completely rethink these policies and do better. I worked full time and lived in hotels during my own homelessness while waiting for housing. This kind of discrimination is reprehensible, and I hope those responsible face consequences.

I experienced homelessness myself, so refusing a paying customer a room simply because he was unhoused is absolutely disgusting. He had a phone that could have been used as collateral. Regardless of what your policies say, he could have been in serious danger, he was clearly sober, and having money for a hotel room means he deserved to be allowed to stay. Your policies need a complete overhaul. When I was homeless, I worked full time and stayed in hotels while waiting to be housed. Your company's behavior is shameful, and I hope whoever created that policy faces real consequences.

So your company's official policy is to reject a paying customer's booking just because he's homeless? You made someone sleep outside in minus six degree weather after he already paid you for a room? You'll never see another penny from me. This is despicable.

This hotel turned away paying guests on a freezing night when it was six degrees below zero, refusing to allow a homeless person to stay despite having a valid booking and payment. This is absolutely shameful behavior for a company. I'm appalled by this kind of treatment.

After learning about something the company did recently, my family and I have decided we're completely done using this chain. We normally book with them four to five times every six months, but those days are over.

I'd give this zero stars if possible. I use this chain regularly but after being hit with a £160 fine for simply driving in and out of their parking lot, I'm taking my business elsewhere.

I attend an annual conference at this hotel every June and share the room with another attendee. We're both on the reservation and both have credit cards registered. I sent an email on June 9 confirming this arrangement. When my roommate arrived, the staff insisted she wasn't on the reservation despite the fact that she had a printed copy of the hotel's confirmation email. At checkout, I explained again that the charge should split between our two cards, and the staff member confirmed both cards were in the system. I was charged half, but when I got home I discovered they'd charged my card twice while not charging my roommate at all. This is the second year this exact problem has happened, which is why I sent everything in writing beforehand. Either the staff can't read, can't listen, or doesn't care about getting it right. The result is the same either way. This hotel hosts our conference, but I'm seriously considering switching to a different hotel and just attending the conference events elsewhere.

What an amazing stay at the Huntingdon location! I seriously can't find a single fault with this place. I bring my great-niece, great-nephew, and another young relative here every year (and yes, I'm proud to be on the older side while staying young at heart). I always request the same room because I know it'll be perfect. From the moment we walk through the doors, the staff makes us feel like VIPs. Nothing I ask for is ever a bother, and everyone interacts wonderfully with the kids. Meals are served with outstanding service. This hotel ranks up there with the best I've stayed in, especially compared to my disappointing experience at another chain in Cockermouth. Thank you to everyone at the Huntingdon team, and the kids are already looking forward to next year!

I witnessed something really special at the Milton Keynes location. An elderly guest had a fall outside the hotel and I was blown away by how the staff responded. Four team members immediately jumped into action with first aid supplies and showed genuine concern for the woman's wellbeing. I made sure to get their names because they truly went above and beyond: Tiana, Blair, Thusita, and Cristina. They were compassionate, professional, and handled the situation perfectly. Management, if you're reading this, please recognize these incredible employees for their dedication and heart. This experience made me feel completely confident about staying here again and I'd recommend this hotel without hesitation.

I've stayed here several times now, including a few nights at the Liverpool location last year and some conference trips to Brighton. Honestly, I'm not usually thrilled about spending a week at conferences, but the genuine welcome and outstanding hospitality from the staff makes such a difference. They really go the extra mile to make sure I'm taken care of, and that's exactly why this is now my go-to hotel choice.

I travel to this location frequently for work, so I've experienced it multiple times during 2023 and 2024. The staff really set this hotel apart from others. When I arrive, the front desk team greets me with genuine warmth and professionalism every single time. What really stood out was finding a personalized welcome message written on my bathroom mirror one stay, a small but incredibly thoughtful touch that meant a lot after traveling. Debbie deserves special mention for her warm personality and authentic hospitality that makes me feel valued. The breakfast selection is fantastic and gives me the perfect energy boost for busy workdays. The rooms are always quiet and comfortable, everything you need when traveling for business.

What an incredible New Year's Eve celebration in 2023! The whole event was spectacular from start to finish. We kicked things off with drinks and appetizers, then enjoyed a beautifully prepared four-course dinner with lots of menu options to choose from. Dessert came with tea and coffee service, plus a selection of homemade chocolates afterward. The team was super understanding about dietary restrictions and allergies. The DJ was absolutely fantastic and really took the time to mingle with guests beforehand, which got everyone excited and ready to dance. Around 2 AM they brought out more food which was such a nice touch. Already planning to come back for this year's event. Big shout-out to the entire crew at the Wakefield location for taking such great care of our whole group. Can't wait to return!