I am writing to raise a formal complaint regarding the disgraceful condition of the room we were given during our recent stay — an experience that was both distressing and unacceptable on every level.
After travelling seven hours from Edinburgh to Ipswich, we arrived exhausted and expected at least a clean, comfortable place to rest. Instead, we were met with a filthy, unhygienic room that bore no resemblance whatsoever to the images advertised online. The room we walked into was a total catfish — the photos on your website were entirely misleading, and in reality, the condition was appalling. I have attached images to show the level of filth and neglect we encountered.
To add insult to injury, I was charged £20 for an early check-in, despite being just 59 minutes early and the room already being ready. This felt opportunistic, greedy, and deeply unfair, especially considering the shockingly poor state of the room itself.
The emotional impact of this stay was devastating. My daughter suffers from germ-related anxiety, and she became completely distraught, experiencing severe panic attacks upon seeing the condition of the room. This was meant to be a special birthday trip, with a concert we had planned for weeks — but instead, she was so upset she asked to sleep at the train station rather than stay in that room. I was in tears, and I felt utterly helpless as everywhere else nearby was fully booked and we were running late for the concert
