2/10 Terrible
Andrew
Aug 19, 2024
Disliked: Staff & service
Appalling
I regret to say that our recent reservation at the Village Hotel Bexley was extremely disappointing. The experience was marred by a significant issue that left us stranded in the middle of the night.
After an enjoyable evening out, we returned to the hotel at 12.20 am only to find that we could not get the external door open via the key card we were given, as we found out later the door had been locked from the inside. Despite repeated attempts, the door would not budge. We immediately contacted the hotel and were put in touch with the owner, 'Lucky'. He assured us that he would be there in 10 minutes to resolve the issue.
However, 10 minutes turned into 20, then 30, and then 40. Despite our repeated calls and increasing frustration standing out in the cold, Lucky continued to tell us he would be there in "another 10 minutes". It became apparent that he had no intention of coming to help us.
My wife’s medication was in the room, and she needed to take them that evening, he was not interested, kept saying he would be there in 10 minutes. An hour later and it was clear he had no intention in coming out to assist.
As a result, we were forced to find alternative accommodation at 1.15am in the morning. This not only disrupted our night but also left us feeling deeply disappointed, distressed and let down by the hotel's management.
The next morning, we returned to the hotel and explained our predicament to the receptionist, making it clear that we expected a full refund.
Andrew
Stayed 1 night in Aug 2024
