Long post alert! We booked this hotel months in advance of our visit to Great Yarmouth, yet when we arrived on the Friday evening to the hotel we found it to be closed! On knocking on the door we was greeted by a man (no name given) presumably in charge of the hotel who told us that they were closed for renovations and that they were unable to let us stay. We were told we should have had an email to cancel our booking but we had received nothing of the sort. Although the man was apologetic, stating that if we called the following Monday we would get a refund, this did not help us as it was around 9pm and we had travelled 3hrs from London! As we booked through ********** and not directly, we thought it best to arrange our refund through them. On calling **********, they were required to confirm with the hotel that we had not stayed and the circumstances were as we told them. Over the next few days, several customer service representatives of **********, including a supervisor, attempted to contact the hotel only to find they were unable to reach them, presumably due to no phone being connected. We also tried to call the hotel with the same result. Thankfully ********** were able to resolve our refund request, without having any contact from the hotel. The lack of communication and shockingly poor regard for their guests means this hotel will never be used by us again and we would advise against anyone else doing so! Rated one star as there wasn't an option to rate zero!

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