Village Hotel Leeds South — Hotel in Leeds

Upon arrival, we checked in on Sunday, and the room was a decent size. Went down to the bar for food as we went as a family of 3, 2 adult 1 baby, during my partners work trip. While we were there, we were made aware that payments can be made at the end of our stay, and everything will be left on a tab. Went back to our room and had to move room as our room had a broken shower where the water was dangerously hot. Thankfully, we checked the water before putting our 12 month old in. The new room was an accessible room and was spacious however we found a finger or toe nail on the widow and the room was filled with dust the kettle also filled with limescale which I had to disinfect and descale to make sure babys bottles were safe to drink. We also had a crib sent to the room which had only a sheet folded in it instead of a mattress this was extremely uncomfortable for my hand let alone to allow my daughter to sleep in so all 3 of us had to share what felt like an extremely small double bed We then got a charge of £52. We went down the next morning and quizzed it they confirmed we didn't spend the £52 and again, all payments are made at the end of our stay. By Wednesday we were pulled by bar staff saying our tab was extremely high and needed paying immediately I explained I sent my wages to my sister to take out the bank as we had a holiday coming up as we were told we can pay at the end of our stay which was the Saturday however both myself and partner were to be payed the Friday. He explained that was incorrect and he'd ask his manager if we could pay the Friday and we'd find out by thursday if that was okay Thursday comes and the manager pulls my partners manager and explains to him we have a high bill ( they also worked the bill out over £40 more than what it was in the end we got it down to £140 which to us wasnt much considering its a 6 night stay with 3 people. Completely embarrassed my partner in front of his manager and colleagues as we didn't have the funds til Friday to pay, and we had already transferred the money we had back home to be taken out cash. We spoke with the manager and explained the situation and she said that it's fine to pay on Friday. Friday comes and as my partner is walking back in from his shift infront of all his colleagues again a completely new member of staff which wed never seen made a point of the tab being paid which we had come over to sort out anyway as no one was on the desk at 4.40am when my partner left for work! I made a joke that they must have a photo of us on the wall to recognise us we also didn't have a physical card and she was quite sarcastic with us when we explained we'd have to make an 100 £ transaction then a £40 as our contact less on phone won't allow us to go over 100£ per transaction for security. We paid the bill and decided to check out a day early as we felt incredibly uncomfortable and embarrassed by the situation, and at that point, the anxiety and stress it caused we just all wanted to go home. Absolutely no fault on the bar staff at both breakfast and noon all lovely and extremely helpful to both me my partner and was very patient with out 12 month old as she can be a messy eater which we did always offer and do our best to keep clean after her. Food was also very enjoyable each night, and breakfast was lovely too again, even at early hours, the staff in the bar were happy to help with anything, and drinks were extremely affordable if I'm correct £6.05 for a gin and lemonade compared to usual bars where you're looking around £8 Housekeeping were lovely each day, offering new towels & tea & coffee We've been staying at village hotels now for 5 years; cheadle, Warrington, and now leeds south and were so disappointed with this service we've never been treated like this by any of the hotels we've been so loyal to over the past half decade! It's made us really think about if we want to stay and put any more money into the pocket of a company that treated us so poorly

Please see attached photo...

⚠️ Please Be Cautious When Booking ⚠️

This was my fourth visit to Village Hotels this year for my partner and me. All previous visits were excellent — unfortunately, I cannot say the same for this most recent stay.

Upon check-in, the staff member Isabelle informed me that the room and facilities I had booked were, in fact, not the ones I had been assigned. Without any real investigation, she briefly inspected a nearby room and returned to tell me the only differences were a “coffee machine and some sweets.” Given how busy the reception was, and not wanting to create a scene, I chose to remain calm and cooperative.

However, after comparing room types online, I discovered a considerable price difference — I had paid more for a superior room and for access to leisure facilities, yet was given an inferior alternative. To make matters worse, the hotel attempted to offer me the facilities I had already paid for as a gesture of goodwill. I have never encountered a situation where something is deemed “complimentary” when it was already included in the original booking.

When I raised the issue at reception, I was told that, as compensation, both my partner and I would receive complimentary breakfast in recognition of the room discrepancy. We agreed, and moved on with our evening.

Later, I received an emotionally worded and poorly constructed email from “Helen,” suggesting that I had chosen the breakfast in lieu of leisure access — something I had already paid for. This was entirely inaccurate and deeply unprofessional.

I immediately returned to reception to speak with someone in person, but Helen had already left. Isabelle informed me that the covering manager would speak with me directly. I made it clear that unless I received confirmation that the situation would be rectified, I would vacate the room and seek a full refund.

After a significant delay, the covering manager appeared briefly and then retreated without addressing me. Isabelle ran after them to communicate my concerns. She returned and confirmed — both to me directly and to my representative from Vio.com — that should I vacate the room, a refund would be arranged upon Helen’s return in the morning.

On this basis, my partner and I immediately packed our belongings and checked out — receiving one final verbal assurance from Isabelle that the refund would be processed.

And yet, unsurprisingly, Helen has now refused to authorise the refund.

To summarise:

I was not provided with the room I booked.

I did not receive the facilities I paid for.

The only compensation offered was something already included in my original booking.

I received a condescending and inaccurate email from a manager who then made herself unavailable.

I vacated the room after two staff members confirmed that a refund would be processed — a promise that was ultimately broken.

The conduct and customer service I received from Helen throughout this experience was dismissive and unacceptable. Isabelle, to her credit, attempted to resolve the matter professionally, but was left unsupported by her management team.

I will be escalating this matter formally with my card issuer, Vio.com, and the relevant consumer protection bodies.

This experience was deeply disappointing, and I urge anyone booking with Village Hotels to proceed...

I recently stayed here, and overall, my experience was satisfactory. The hotel had some positive aspects, such as spacious rooms, efficient air conditioning, and comfortable beds. However, I found several issues with their dining options that affected my overall satisfaction.

Let's start with the positives. The room I stayed in was of a great size, providing ample space to move around comfortably. The air conditioning was effective and kept the room at a pleasant temperature throughout my stay. Additionally, the bed was cozy and ensured a good night's sleep, only downside to this was my king size bed was two singles pushed together, depending how you sleep, you may feel the edges of the bed in the centre where they meet...

Unfortunately, I was disappointed with the hotel's breakfast service. The breakfast hours were limited, ending at 9:30 am, which I found to be quite early compared to other establishments. It was inconvenient, especially when considering that some other hotels in the area serve breakfast until an hour later. On one occasion, due to a late arrival, I missed breakfast altogether, and there were no alternatives available. It would be more accommodating if they extended the breakfast hours to better cater to late arrivals.

Moreover, the breakfast selection was underwhelming. The variety of options was limited, and I noticed that nearby hotels offered a much wider range of choices for the same rates. It would be beneficial to expand their breakfast offerings to meet the expectations of their guests and offer breakfast for a longer time, as even though I'd paid for bed and breakfast, when I got there, the only option was "toast is all I'd be able to get you" so don't miss breakfast here.

The dining options beyond breakfast were equally disappointing. The hotel lacked a 24-hour menu, which is a feature offered by other establishments. The kitchen closing at 10 pm and room service stopping at 9:30 pm seemed early-ish, especially for travelers who might arrive late or have late-night cravings. It would be more convenient if the hotel offered a limited menu or extended their dining services to cater to guests' needs during late hours.

Regarding the in-room amenities, the hotel provided free WiFi. However, connecting to the network could be a bit challenging at times. Guests had to sign up for the service, which added an extra step to accessing the internet. Additionally, while tea and coffee were served, the availability of decaf options seemed inconsistent. Sometimes, decaf coffee was provided, but on another occasion, only regular coffee was available. It would be better if the hotel ensured a consistent supply of the same options for those who prefer it and for consistency.

In summary, the hotel offers comfortable rooms with effective air conditioning, and the beds provide a good night's sleep. However, the limited breakfast hours, underwhelming breakfast selection, and early closure of the kitchen and room service present inconveniences. I would suggest that the hotel extends its breakfast hours, improves the variety of breakfast options and expands the dining services beyond early...