Everything about the holiday was wonderful except for one significant issue that truly dampened our experience. The photos on the website for the hotel were the same for both family and non-family rooms, leading us to believe the images represented the non-family accommodations (for two people) instead of the family ones (for four people). I booked the family room while a friend booked the non-family room, and upon arrival, the rooms were identical; the only difference was that the family room was on the ground floor and the non-family room was on the second. Essentially, they were the same for both configurations, aside from a slight increase in size. The family room had one bed for the kids and a sofa that needed to be converted into a bed for the adults. We felt misled and quite upset by this, and the hotel informed us they could do nothing unless we contacted the booking service, as they believed the issue lay with them. The booking service offered to cover £72 for two nights in a larger room until they could move us to a true family room. After spending two hours on the phone with customer support, we found them unhelpful, stating that any compensation would only be available a week before the holiday in case of issues, which is unreasonable since problems aren't known until arrival. The poor communication and customer service were incredibly frustrating. For such a large corporation, £72 is a small price to pay to ensure customer satisfaction and comfort, which made the experience all the more disappointing.
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