Disgusting behaviour
Aug 16, 2026 Zaraakhtar Birmingham, United Kingdom
I checked in on 15/08/26, and what happened at this hotel has left me shocked, upset, and genuinely heartbroken.
When I arrived, I spoke with Sheila at reception and the Duty Manager. I asked if it was possible to cancel my booking because the main pool was closed, something LoveHolidays never made clear when I booked. I even said I understood it…
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I checked in on 15/08/26, and what happened at this hotel has left me shocked, upset, and genuinely heartbroken.
When I arrived, I spoke with Sheila at reception and the Duty Manager. I asked if it was possible to cancel my booking because the main pool was closed, something LoveHolidays never made clear when I booked. I even said I understood it wasn’t the hotel’s fault.
On 15/08/2026, the Duty Manager told me directly and more than once that he was happy to cancel my booking. He encouraged me to contact the travel provider. I was the one who hesitated because I was worried I wouldn’t get a refund. At that time, I had no idea the travel provider would actually support me. If I had known, I would have acted immediately.
Today, LoveHolidays told me that if the hotel confirmed they were willing to cancel and reduce the invoice, they would process the refund.
So I went back to reception and everything changed.
Sheila called the supervisor and I was met by a rude, abrupt man who claimed the hotel wouldn’t do anything and insisted the travel agency must email sales. I explained I understood the need for an audit trail, but they just needed verbal confirmation exactly what I was told yesterday.
He refused to listen. He dismissed everything I said. He even said, “It’s not about what he said or she said.” Sheila stood there silently, despite being present yesterday when the Duty Manager agreed to cancel.
He reduced me to tears. I was beyond upset and angry. How can someone behave like this???
I left reception in actual tears, in front of my 6‑year‑old son.
To make matters worse, my travel provider was on the phone during this interaction and witnessed the staff’s behaviour firsthand. They were so shocked by how I was spoken to that they have now raised their own complaint about the hotel’s conduct. When even the travel agency is appalled, it says everything.
Before arriving, I told the hotel that my son’s father passed away a few months ago. We are already going through so much. To be treated with such coldness and zero compassion is disgusting.
My holiday is ruined. Instead of this being a healing break for my son, he had to watch his mum cry because of how your staff spoke to me.
The manager I dealt with today urgently needs training on how to speak to grieving families. His behaviour was vile. How dare he speak to me like that, knowing full well what my son has been through.
I have never been lied to so blatantly by hotel staff. No integrity, no compassion, no professionalism.
I will never book this brand again.
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