Absolutely appalling experience. Phoned hotel as a courtesy to let them know time of arrival and told by Ian in hotel that fully booked, and no room even though we had an Expedia reservation for them for 3 nights! We arrived at 9:30pm and went to hotel to see if could sort this situation but Ian was not helpful and could only provide us with a map and a 'not bothered' shrug. So now about 10pm on a bank holiday weekend with nowhere to stay. We lugged our bags around and fortunately Grand Hotel and Travelodge came to our rescue. We wish we had booked 3 days at the Grand to begin with as awesome location and good vibe. This could have resulted in us sleeping in the streets as too late to get a train back South, we asked Ian if we could sleep in the living room there, but he was …

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