We did not book directly with the hotel. We arrived just before a coach party but were made to wait until they had all checked in first.
We were told that we would have to pay parking charges & pay an extra £30 to upgrade our room, if we wanted a proper bathroom with shower, a comfortable mattress & a good standard of refurbishment. Budget rooms are given to those who do not book direct.
There was a 50% bar reduction, which we were not entitled to either, as we had red wristbands not purple i.e.budget guests. We left our drinks without touching them or paying for them, and went to the other bar downstairs. They refused to serve us as they had just called last orders - it was 8.30pm !!
We were also told that the indoor pool would not be open until next week, which was extremely disappointing.
By this time we were very angry & upset & felt extremely unwelcome. Fortunately the TLH Victoria is across the road, so we spent our evenings there. We usually stay there when we visit Torquay so knew what to expect. We were made to feel very welcome as always.
We had planned to eat at the hotel, but after the welcome we received, we didn’t want to spend another penny there.
I had taken my partner there for a surprise birthday trip, but neither of felt particularly happy or celebratory.
The following evening the duty manager offered me the 50% bar discount, as he felt that I might be unhappy & didn’t want to spoil our holiday!! Nice gesture but too little, too late.
