Boscombe Reef Hotel

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Dina's complaint against Boscombe Reef Hotel

Dina Kenny

22/09/2015

Do NOT Stay..Unless you want a Damp Bed, Dirty Room & Rude Owner!

Complaint against Boscombe Reef Hotel

Hi We booked to stay at the Boscombe Reef Hotel on the 26th & 27th August to visit my son who lives in Boscombe. I booked through Booking.com. but received an email to say the payment had been declined & it gave me the option to contact the hotel direct, which I did. I paid using my debit card (Booking.com had my old card details, I had forgotten to update when I lost my card earlier in the year). I had viewed the pictures on Booking.com & purposely chosen hotel instead of B&B or Guest House. When we called upon arrival, we were informed that we would not be able to check in till 3.30-4pm, that was fine. When we pulled up to the property, we were instantly put off as it was not a hotel but a run down looking semi-detached house. We were showed in & noticed the house smelt funny, we had done a 7 hour drive that day getting up at 4am, so were pretty shattered. We were shown to our room & our faces dropped, it was a tiny room with small double bed & bedside table each side, no wardrobe, just hooks on the wall. the bathroom which again was tiny consisted of a shower, that had seen better days, a toilet & sink, the tiling wasn't finished & floor tiles were on the wall in places but not finished, there were 2 small bath towels, no hand towels so when you washed your hands you had no choice but to use your bath towel. The window directly behind the bed did not close & the room was cold, yes it was August but this is the UK & we had driven down in torrential rain. The room was filthy dirty as you can see by the photos. We were shattered, so went & met my son, had an early dinner & then went back. There are no tea/coffee making facilities in the room (just a tray with stuff on downstairs with minimal milk). The room was so cold that we had to put the fan heater on in the bathroom & leave the door open to generate some warmth. The fan was noisy so had to have the TV louder, My husband lay on the bed & said "The bed is damp" it was indeed, we were so tired we decided we had no choice but to stay put. My husband woke up wheezing (he only gets wheezy when he is in damp atmospheres) We packed our things in the morning after waking at 7am as we were cold & aching from the draft behind our heads. We went down & spoke to the owners son & told him of our complaints, he was very nice & apologetic & phoned his father, we asked for a refund as check out was 10am, so we were in plenty of time. The owner refused, told us he would give us a different room, but with my husband's chest wheezing & the whole house being damp (that was the strange smell we had noticed upon entering) we didn't want to risk it. He told us that "that was a first he had heard that the room was damp & dirty!" He again refused, so we said would hold onto to the key to store our bags in, in honesty we did not want him getting double pay out on this room which he could of done if we vacated. We then looked on TripAdvisor & noticed that we weren't the first to complain about the property being damp & noticed how rude he was with his replies to anyone who complained. We ended up cutting our trip short & driving home after we had gone out for an evening meal with our son on the Thursday 27th instead of staying, as my husband said he would rather drive the 7 hours home than stay in that dump. We did write a review upon our return home & uploaded pictures & to no surprise he was rude to us, claiming that we had booked with a "moody credit card" said that we wanted a refund as our plans had changed & not due to any fault with the hotel! Environmental health, Trading standards & other hotel governing bodies need to go & stay in this place & see the filth. We bumped into another family who had checked in just after us & then saw them again in a cafe, They hadn't even bothered to stay that night as the place was so bad. I have photos supporting my complaints if required. Kind regards Dina Kenny

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