Central Hotel — Hotel in Cheltenham

Just got back from a hen weekend and had the worst experience with these people. 12 of us paid a total of around 800 quid for a night (5 of us in one suite and 7 in another). We were also told that parking would definitely be available. Turns out we were moved last minute to 2 apartments with absolutely no parking! Originally they told us that we could park outside as we were 'residents', before my friend politely reminded the manager on the phone what 'residents parking' actually was (i.e. entailed a permit for your specific car). After being told that there was nothing that could be done, we lugged suitcases and assorted party gear around half a mile to the new location. We arrived on a street (which reminded me of the less than salubrious area I used to live in during my university days) to find a house split into 2 flats. On entering the accommodation we noticed it was grubby, the bathroom lights had blown and the bathroom itself smelled vaguely of sewage. We checked the fuse box and everything was in order, so we resigned ourselves to using the flashlights on our phones to pee and shower by. The cheap laminate floor and the fake leather sofas brought back memories of student accommodation (made all the more authentic by the vomit on the pavement outside). The real fun came when my friend got into bed after our night out, only to find that it collapsed under her. Hearing the screams, we all piled into the room to find that the bed itself had no supporting wooden bar on one side, and the frame that the slats were joined to simply was placed or wedged horizontally somehow. This was remedied by the creative use of an ironing board and 2 sofa cushions. The following morning my friend stated that it was "like trying to sleep on the Titanic whilst it was halfway sunk". We left in disgust the next day and will not be using this company again. What was particularly galling was the fact that we paid 400 pounds months in advance for one night in an apartment which I wouldn't have paid that much a month...

DO NOT VISIT. WORST HOTEL EXPERIENCE. Unfortunately, this was the worst hotel experience I have ever encountered, and I feel it is important to bring it to your attention. My party consisted of four guests, split across two rooms. The rooms we were allocated were nothing like the photographs advertised on your website and booking platform. Both rooms were in extremely poor condition, and the smell within the rooms was so unpleasant that it made our stay deeply uncomfortable. When my friends raised their concerns with reception, they were moved to another room. Given that I had paid the same rate for a room of equal quality, I also requested an upgrade for myself and my friend. I approached this matter politely and professionally, simply asking to be treated fairly. The staff member I spoke to (Stephanie) responded with hostility. Instead of handling my concerns appropriately, she accused me of having “an attitude” and claimed I was being “rude and disrespectful.” This was not only untrue but also extremely insulting. At no point did I act in a disrespectful manner, and I was simply requesting the same level of service that had already been extended to the other members of my party. The way I was spoken to by this staff member was entirely unprofessional, dismissive, and degrading. I have never before been treated so rudely in a hospitality setting, and this behaviour left me feeling extremely disrespected as a paying customer. The issue was not only with the poor quality of the rooms but also, and more importantly, with the unacceptable attitude and conduct of your staff. This experience was nothing but negative, and I urge people to consider carefully before selecting this hotel. My stay did not reflect the service and quality that had been promised. But more importantly, you don’t go away and expect to be spoken to with so little respect and disgust from a member of staff. I will be escalating further in addition to...

I booked two rooms at the Cheltenham location on Gloucester Road. ||We had rooms 5 and 10. ||I had a few issues with our stay which I would have like to have rectified;||||1. One of the rooms we stayed in had a broken bedframe and the mattress slanted downwards and made it near impossible to sleep in. ||||2. The other room I had booked was supposed to have one double bed and one single bed but only had the one double bed. ||||3. As we arrived to the location, the front door with the keypad was 'out of order' and the backdoor was locked. I got on the phone with someone at your company about how we should get into the building to which he replied "I'm going to call my colleague about how to take care of that, I'll ring you back in a few minutes"||-I never got that call back. It was through sheer luck that someone staying at the hotel let us in. ||||4. The remote to the tv didnt work in one of the rooms. ||||When I contacted them and their "Investigation" had taken place, this was the reply;||||"The Beds and sofa-beds are checked on a daily basis. This particular issue was not raised to our attention via our Housekeeping prior. Due to this, we believe that the Bed base being broken was no fault of ours. Additional training will be carried out with the Staff that were on shift that night in regards to Telephone manners. ||||Due to the Rooms being used we are unfortunately unable to offer a refund on this occasion. We now consider this...