6/10 Good
20 January 2025
No communication regarding flooding
We arrived in York 2 days after flooding occurred, but the hotel did not attempt to get in touch with us prior to arriving to inform us that we were unable to drive to and park at the hotel. We were given an alternative parking address, with no clear instructions and had to walk with small children, after dark, in the freezing cold, with our bags across the river which took around 25 minutes. We would have made alternative accommodation arrangements had we known of the flooding and the inconvenience we experienced. We were unable to use the gym as it was being used as a laundry store, we could not control the thermostat in the bedroom, the shower screen was broken and the toilet roll holder was broken and hanging off the wall. We expected better service from this chain of hotels, and the lack of communication for guests yet to arrive was unacceptable and poor service in Roomzzz part. We were offered a partial refund on the rate, but we would have preferred to have been informed of the flooding before arriving and having the Ho or to cancel and stay somewhere more accessible for us.
Stephanie
Stephanie, 1-night family trip
Verified Hotels.com guest review
