Casuarina Tree

Dear Customer Service Team, I am writing to formally raise a serious complaint regarding a recent booking I made through your platform. The condition of the hotel I was assigned was completely unacceptable, far below any reasonable standard, and frankly shocking. From the moment I entered the room, there was a strong, unpleasant smell that made it extremely uncomfortable to stay. The entire environment felt unclean and neglected. Most concerning of all, the bed sheets were visibly dirty and appeared not to have been changed at all. This is something I find absolutely unacceptable, especially considering I was travelling with my baby. Due to these conditions, my baby was unable to sleep, and I did not feel it was safe or hygienic for us to remain in the room. The situation became so distressing that I had no choice but to immediately leave the hotel in the middle of the night. I had to call my husband, who travelled all the way from Birmingham to come and pick us up. This experience was extremely stressful, inconvenient, and completely ruined our stay. I trusted your platform to provide safe and clean accommodation, and this booking failed in every possible way.

clean room, helpful staff

Overall, everything was good. Seal on the bottom of the shower door dust stop water from escaping. The bathroom floor was swimming. No real drama though, I would stay again

Opened the door and a large cockroach type bug ran across the desk, the shower head was black with mould, staff advised and shuddered in disgust but sadly nothing was done about it. Avoid this hotel.

Room was clean. Information said breakfast available 7am til 9am. No breakfast wasavailable. Advised by cleaner that

Friendly staff, clean room, free parking - ticks all the boxes for a business trip to London. Yes it is a bit tired, but very willing to overlook because of the value and great food available from the restaurant

Room was very clean . Staff were very friendly and helpful . Shower was amazing

Very clean and well proportioned room. Only issue was shower not draining properly, staff were aware and plumber is due to fix. Disappointed the EV Charger was not operational 😕. Excellent staff, ample parking and great bar. Continental breakfast was a nice touch. Would recommend if you are looking for accommodations in the area

No instruction where to check in. Eventually when I found it, check in took almost an hour. My chosen room was given to someone else. Lots of noise from pub downstairs. During checkout no instruction where to leave they key and no staff on site in the morning.

Nothing

Well maintained rooms, great staff's, also get free breakfast which is great 👍

You can imagine how it would feel when you arrive after long journey to your prebooked and fully paid accommodation, and sbe surprised that the hotel is breaching your data protection policy, refusing to check you in after misleading you with many phone calls, charging you a penalty.

Excellent food

This hotel needs major refurbishing the carpets are very worn in the rooms and room very small the only good point is the small bath room shower only was refurbished.

Comfortable and good location .Bottled water would be greatly appreciated rather than water in a jug.

Very affordable compared to other hotels

Check in was smooth. Staff were very helpful. Location was very near to both a tram stop and a bus stop. Breakfast was basic but included in the price so more than adequate. Parking was also free and I never had a problem with finding a space in the car park.

It was a nice little stay while We went festival, only down full was there was no phone in room to call reception

Stayed here several times. Awesome staff & food. Highly recommended!

Bathroom need some minus repair