Audleys Wood Hotel

Great stay and the family had a brilliant time

My family and I had a very disappointing stay at Audleys Wood Hotel in Basingstoke. I had booked three executive rooms and paid for them upfront through Hotels.con. On arrival, the (patronising and rude) receptionist was clearly confused about our booking and insisted that she charge my credit card again for the rooms before she would provide us with room keys. This, she explained, was the only way the hotel could recover monies from Expedia! I explained that I had already paid through Hotels.com but to no avail. My card was charged with three different amounts totalling in excess of £500. Once we arrived in the rooms, they were very dusty and my daughter’s room did not have the cot previously requested. On requesting this from reception we were informed that the janitors had now left for the day. It eventually turned up and was left unmade up in the corridor. On departure, I was assured that the payments made the previous night would not be charged but were simply holding charges. Plus I was to be refunded part of the cost of the rooms as “Hotels.com had overcharged me” (this was not true) and my dinner bill. This turned out to false as the charges were realised on my credit card and despite the refunds, it meant that I had paid an additional £137. This was refunded after three tense phone calls. To add further insult, we had a beetle scurry across the floor of our room during the stay. Also worth noting - the restaurant staff were great. But overall, a dreadful experience.