Denise was incredibly rude. Booked via expedia 2 separate rooms. 1 suite, 1 double as this is what they had available. Completed the online pre check in information stating times and all seemed to be going very well until we arrived. The property is up stairs which isnt in issue but upon walking upstairs no clear reception area and instead Denise came out with a book asking if we had a booking under the name Mackintosh - we had two under different names, neither mackintosh. Upon given our names there was a huff and a sigh from Denise and then said well i only have one of the names booked in and in her words this happens all the time. The name she had was mine and this should have been for the suite - she said no, you have a double and thats all she had left which is not suitable really for two travelling 30 males who had been driving for over 9 hours that day. When questioned about why the suite wasnt available, her response was "you only paid a hundred quid" which is the same as the double as if this was our error and we should just take what she had.
She continued to moan about the website being terrible, this happening all the time and not her fault or problem and she is taking to responsibility. As a host, a terrible attitude to have towards paying guests. When asked how to get a refund, she became even more rude even unwilling to give her name. Saying we should phone "them" and they will know who she is.
Strongly urge to avoid at all costs!