As far as I know, I have only ever knowingly stayed in one Britania Hotel in my life and that was on the 13th December 2025 at the Grand Burstin Hotel in Folkestone. Knowing the town very well, I knew it had a bad reputaion and one of my cousins stayed here for one night several years ago, and he didn't have a good experience. Anyway, I thought I would take a risk as it was for only one night and they do except dogs, although I paid £20 for my two to be in the room for only about 9 hours to sleep on the floor and they left no mess or didn't cause any damage. I got back to the hotel late after meeting friends for Christmas celebrations, only to find that they was no water at all coming out of the hot water taps in my ensuite. I went down to reception to report this. An engineer came up to my room, but was unable to fix this, so I had to move rooms at 1.30 am in the morning. So I didn't get to bed until getting on for 2 am. In the morning when taking a shower I found the mixer tap in the bath would not stay in the shower position, so I had to force it to do so by tying a platic bag around the lever. I went to reception to report this and complain about this and the issue with no hot water, causng me to have to move rooms at 1.30 am, and wanting to receive compensation for my inconvenience and delayed sleep. I was told that complaints must be made in writing to the Customer Services email address. I sent my compaint once I was back home. I received an apology, but the only compensation was a gesture of goodwill offer of an free upgrade to a balcony room if I should choose to stay with them again, but only if I booked directly with them, and not via Hotels or Booking,com, so I would probably pay a highher price. Also, they assume that after my bad experience, that I would want to stay with them again to benefit from a room upgrade. Ten days ago I emailed back rejecting the offer and stated that I had expected a small reasonable refund of £15, and not a voucher or credit note. This request has been totally ignored. There was also issues with the the parking, which you have to pay for. It took me ages to find one last parking space, which was arkward to get into. I read on previous reviews that guests paid for parking, left the car park, and when they returned, no spaces were available. Luckily when I parked, I didn't need to go anywhere until I checked out the following morning.Apart from the issues with the plumbing in both of the rooms, both were actually nicely furnished and seemed to be clean, which I must admit was a pleasant surpise, especially considering the hotels poor reputation, so for that reason I have given them two stars. I did not try the all you can eat breakfast, because dogs are not allowed in the retaurant and must not be left in the bedrooms unattended, so I cannot rate the quality of the food. .
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