Guest User
January 31, 2023
I have 8 rooms booked in this hotel and I was about to book more. On 15th July I checked for more rooms to book but they were oddly taken off sale. I thought this a bit strange and contacted their customer care to be told that there isn't an issue and that there are no issues with our bookings. In early August the website was updated to say that the hotel wouldn't be open until 22nd December, some 3 months after we are due to stay. I called customer care again but they didn't have this information and didn't know what to do. They assured me that we would be booked in another Premier Inn in the city. A few days later and eight emails come from the manager to tell me that they won't be opening and that they can transfer or cancel the booking. Cancelling is not an option, since all other rooms in Durham are now double the price compared to when we booked. I asked to transfer to the Walkergate Premier Inn which is the other hotel in the city and was told that they do not have rooms available. Though on 15th July and even in early August they still had plenty of rooms. So basically, awful management practices and very poor management mean that those rooms have now sold, instead of being held for us when they clearly knew (when the rooms were taken off sale) that they wouldn't be able to honour our bookings over a month ago. Stay away from staying here. They will not honour your booking and they will give you no alternative and viable options. It is suggested that we stay out of the city, but not in Premier Plus rooms which we have booked and they will throw in a free breakfast! Firstly, we paid a premium to stay in the city and we paid extra for Premier Plus rooms. Absolutely awful experience and I would not recommend this hotel to anyone!