Lhg Comfy Rooms

We did not get the room we booked. We booked the most expensive room and ended up in their cheapest room which doesn’t even appear on their array of pictures. It was not what we ordered and it wasn’t fixed either. We were not given our room as they’d double booked it and they didn’t try and compensate by moving us to a nicer room. The refund we got was not the difference between the two rooms either- we checked. We booked four months in advance and it is simply not acceptable that they didn’t even acknowledge or notice the fact they’d put us in a way cheaper room- I had to tell them, and it would clearly have been on our information that we were in the triple deluxe room not the standard- it was as if they were hoping we wouldn’t notice which is funny as the rooms are so different. The room we had was below average: fixtures were lose, plug sockets came off the wall, lighting was poor, we had no balcony and only one bed (we had anticipated a balcony and a room that slept three), the air on was filthy and blew black dirt into the room and the bed was not comfy. One thing worth noting is sound travels massively in the building. We could hear everything going on next door down to when the people’s phones went off. We were really looking forward to the room we had booked and this was completely unacceptable. The refund should have been more- it was almost like they just wanted to shut us up, and didn’t care that they’d made such a basic error. Vanessa was extremely helpful when it came to questions about the city on our first day- she went above and beyond and so we had to give that a mention! One thing that is exceptional is the free breakfast at Don Nino. There is ample choice and everything is fantastic quality. The location of the rooms is good- you can walk to almost every location! Had I booked a room to this standard I wouldn’t be complaining but I would never have booked a room like the one we received and I was hugely disappointed.