To be clear, because of awful extenuating circumstances we weren't able to make our reservation here however, I'm still leaving a review because of the poor customer service in dealing with the issue. It was so disappointing that despite still needing to re-arrange this trip, we will definitely not be staying here.
We're a family travelling with a 3 year old and an 11 month old baby. My youngest child had shown signs of not being very well so I contacted the hotel directly the day before our scheduled visit to ask about any potential issues that might arise if she's crying in the night which seemed quite likely. The man I discussed this with was quite grumpy and said the walls were thick and not to worry about it but I would have to speak to booking.com directly if I wanted to change the reservation. We were admittedly within the 48 hours cancellation forfeit period so I would face the full room charge. Honestly, when you're away with a young child who is ill, its actually very hard to be unconcerned about other people staying and disturbing them, it can be very stressful!
Subsequently, my daughter became much more poorly over the course of the day to the point she was admitted to hospital that evening. Whilst there I contacted the hotel again directly to explain the situation and ask if they would consider not charging us for the room because of the somewhat extenuating circumstances. I have to this point not had any reply even as a courtesy and we have been charged. Their cancellation policy was clear and they didn't have to do us any favours, but I'm just very disappointed at their total lack of interest in their potential customers.To not even bother to respond these days is really bad. We would have re-booked for another date in the next few weeks as this is still a trip we need to take but we will avoid this place now.