We stay at this hotel at least twice a year as it is close to some relatives and suits our needs (bed and breakfast) well. Our last stay over Christmas was the most disappointing yet. We arrived about 6pm and was greeted warmly by a gentleman on the front desk, who gave us directions to our room (room 8). A few hours in, our youngest daughter (3 years old) needed the toilet. As she went to flush, the panel fell off, and we realised that the flush buttons didnt work. My partner went to the front desk to report the problem however noone was there. As both our children were getting tired at this point (8:30pm), we put them to bed. As the room quietened without them making noise, my partner and I could hear the toilet water constantly flowing - like it was on a permanent gentle flush. My partner eventually found the gentleman on the front desk, who examined the toilet and said he would make a maintenance report and then left. I am quite a light sleeper, and the noise of the water did disrupt my sleep quite a bit. Next morning (Christmas Day), breakfast was a bit disappointing - as they were preparing for a busy lunch, they had condensed breakfast into a small corner of the restaurant and had some continental and cooked options unavailable. No reduced price though! On returning to our room, we also noticed that there was other damage to our room - the door stopper wasnt attached properly to the wall and a light fitting was barely hanging on the ceiling. Spent the rest of the day with relatives. Came back to the still broken toilet, and noone on the front desk. But we were exhausted, so just went to bed. Breakfast the next morning (Boxing Day) was better and felt more like a Premier Inn breakfast we are used to. During checkout, we mentioned to the ladies on the front desk about the broken toilet and other items, who seemed shocked that we were not given the option to change rooms. She said as compensation, our breakfasts would be refunded to the original payment method, which we accepted. A week later, still no sign of the refund in our account. We understand that Christmas is a bit of a hectic time, especially for the hospitality trade, but do feel a but let down by the rooms condition and lack of support during this stay. All the damage in that room was done before we arrived so why were we put in that room in the first place - the hotel was definitely not full! For the first time in our many years of staying, we were glad to be leaving.
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