We arrived at the property to find that it was not operational during the week. We were the only guests on site, the property was extremely cold, and there was just a single member of staff present (wearing a puffa jacket inside - as it was so cold). There were no food options available and nothing open or accessible on the property. Given the circumstances, we felt it was in everyone’s best interest to cancel our stay. The caretaker contacted the off-site manager, who spoke with us directly. He explained that the property is rarely occupied during the winter, particularly mid-week, and was very understanding. He explicitly agreed that we could cancel with no penalty. On that basis, we left the property and contacted *********** to explain the situation. *********** advised that they would confirm the cancellation directly with the hotel. This morning, I was extremely surprised and disappointed to discover that the hotel manager had instead reported us as a no-show. This is factually incorrect and directly contradicts the agreement made with us at the property. I am very unhappy with this outcome, as it appears the hotel has misrepresented the situation and charged us in bad faith, despite agreeing to a penalty-free cancellation at the time.

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