Britannia Hotels Ltd review: Unsuitable hotel room

We booked a twin bed standard room for 5 nights from 17 August. We asked for twin beds because we are mother and son. The hotel was the Royal Bath House in Bournemouth.

Upon arrival at the hotel (around 3.40pm) we checked in and were given the key and told the room number. We opened the room door to find a double bed. The room was not the size as described on the website, it was very small. We booked through Agoda.

We went back to the front desk and I complained about the unsuitable room very hard to the manager. I asked him for a refund. He said I had to take up the matter with the booking agent.

We had nowhere else to stay. The manager offered us another room which had a double and a single bed inside. The room was the larger size described.

We paid £200 for the second room for 5 nights as we wouldn't have found another hotel for that price.

We returned home on 22 August and I straight away contacted the booking agent who started to investigate and contact the manager at the Royal Bath House.

The manager lied to the booking agent and said that I made no complaints during our stay at the hotel. He also said the he provided us with a free of charge single bed in the room we stayed in, but the bed was already in the room when we viewed it.

I paid for 2 rooms for those 5 days and the first room we were expected to stay in was unfit for us. Mother and son? Double bed?

I am asking for a refund of £578 being the cost of the initial booking.

Our booking ref with Agoda was [protected].

Thank you

Lorna Rosam

[protected]@hotmail.co.uk