Firmstone Reserve Tours

Unfortunately, our stay was disappointing and did not reflect the room or price originally advertised. On arrival, we were charged more than the amount quoted when booking. We had also reserved an executive room with two double beds but were instead allocated a very small room with two single beds. Although the room had an unusually large balcony, the interior was cramped and poorly maintained. The wallpaper was peeling, the fridge was overheating—which raised genuine safety concerns—and there was considerable mould in and around the bathroom sink. Overall, the room did not meet the standard expected of an executive room, and the discrepancy in both the price and room configuration made the experience particularly frustrating. The hotel needs to improve its booking accuracy, transparency around charges, maintenance and cleanliness.