Bourne Library

We had booked a standard room - wanting a double bed, for one night - and a message was sent to you after making the booking asking for confirmation of the double room. When we arrived we were told that the type of room would be allocated at check in time and was not negotiable. We were allocated a twin room which was not acceptable. The first male receptionist we raised this problem with merely quoted company policy and was no help. We then raised this issue with Claudia as Duty Manager who understood our unhappiness at the situation and managed to amend our room to a double bed and sent us complimentary bubbles and snacks as a goodwill gift. Claudia’s sensitivity to our concern and her ability to fix the problem and provide a sweet gift was very much appreciated and made our visit very enjoyable - we have already booked again to return on 19/10. Can you pass on our gratitude and appreciation to Claudia and revoke the ridiculous policy of allocating the room type at check in - this policy was not clear at time of booking. The idea that you would allocate a double room to a pair of friends or colleagues travelling together at random, for example, with no option to select the room type seems wild to us.