Booked this hotel via hotels.com. Left a note to confirm a dog will travel with us. We were looking to travel up (3 hour drive) for our first wedding anniversary. Rung the hotel the day before travelling up just to double check they have everything in place to accommodate a pet, to be told we can’t bring the pet as they dont have the right room available. Told me I couldn’t bring the dog, which was the main reason I booked the place in the first place. Also said if i wanted to cancel a day before that I’ll still have to pay for a night. Thankfully i booked via hotels.com and was able to get a full refund. I asked them why they didn’t advise me earlier when i had first booked the hotel and they said they did advise me (which is untrue) and couldn’t confirm how. Just imagine if i travelled up and was then told i cant stay. Absolutely shambolic from this hotel. Thankfully found another hotel which was way more accommodating and cheaper! Thanks to kinnel & kimspa hotel, we didnt have to cancel our trip last minute!!! On my trip advisor review…On top of this the quay hotel management ends up lying to say that they called me at the time of booking. No they did not! They only returned my call the day before my stay because i kicked off and asked for a refund after my initial call earlier that same day to check all was ok with my booking. They can’t handle negative feedback. Seem to twist it in their replies. Wouldn’t surprise me if they give themselves good reviews!
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Describes its rooms, restaurant and spa with information about functions and prices.
