Thainstone House

When I arrived they said they didn’t receive a booking for 3 people. However my confirmation from Hotels.com on my online account and by email confirmed I booked for 3 people. We were made to feel it was our fault they did not know there was 3 people staying and that is why the sofa bed was not made up for the other family member in our party. The hotel blamed Expedia/Hotels.com. I was also accused by the general hotel manager who made a comment I had underpaid and made to feel it was my fault. The second night the fire alarm went off at 2.30am which I understand can happen. It woke everyone in our party up. There was also no fire plan or evacuation procedure on the back of the room door. When my relative went to the reception in early hours in the morning to the night porter they said it was set off by someone taking a shower and it was the steam. I did not get back to sleep until nearer 4am and check out was at 11am. When checking out there was no verbal apology for the fire alarm being set off and a proper full explanation. A generic letter was put through the door but only after verbally complaining in the early hours of the morning. No apology for the inconvenience. This stay was for a weekend trip for a family birthday. The staff made the stay in this hotel not enjoyable from start to finish. I have stayed in various hotels across the UK and abroad. This has to be one of the worst stays I have had in a hotel, very poor customer service overall.