Bexley Village Hotel

I was made to pay a non-refundable damage fee of £50, which I found ridiculous. I couldn’t access my room without making that payment, the other option was to have paid a refundable damage fee of £350 which was subject to T&C including an inspection after checkout and a 14-day refund processing time. Considering I was visiting from overseas, I figured I could risk losing all £350, as I might not be able to make a strong case if things don’t go my way.

Looks tired and in need of aesthetic upgrade. Tiny things such as no teaspoons on the room with the coffee facilities. Also had a damaged wall, which wasn’t a major problem, but there’s no record of it in the booking, so you wonder if you’ll get your damage waiver back if the company think you did the damage etc. Maybe make a note of that to confirmed guests. (And mend the wall!!).

room was very basic, no kettle or facilities. Not even a cup or glass in the room. Was last minute booking and when arrived you have to complete online checks to even get access to the property as there are no staff onsite. Have to confirm who you are and upload driving licence or passport photos etc. Have to give a deposit for the room as well (after already paying for the room) this is either about £60 non refundable or £350 which is refunded days later (10 days later still showing pending).

The bed

The photographs used in the Booking.com listing by the hotel gave a false impression of the overall look of the hotel, a well kept building - in reality it had from the kerbside had dirty windows, blinds badly drawn and unkempt appearance. The photographs of the rooms gave the impression that all of the “facilities” offered were real. There were pictures of cosy rooms, food and beverage trays with assorted teas/coffees/chocolates, a kettle.
We had asked for a ground floor room as we both have mobility problems, at no point were we told that the bed was very low to the floor, making it very difficult to get in and out of.
On entering the room there was damage to the wall on the right, caused by the door handle having made contact with it by force - there was no broken plaster so this was not new.
I called yourselves, to let you know that I was not happy, you contacted the hotel and you told me it would be rectified, the hotel then informed you that they were sorry that they did not offer these facilities, the information on their listing was incorrect and they were not able to offer them. At this point you called me to inform me and I said surely using false images and offering services that were non-existent and surely this was fraudulent and against Trades Description.
It was now after 9pm, it was dark and I was not happy, I called Booking.com again to say I was even more unhappy now, I did not want to stay here, this stay was for us to attend a wedding and so staying somewhere which did not have anything that had been told to me was not acceptable. I explained I wanted my money back, I would be leaving the next morning and I expected a refund for the accommodation and I wanted the £350 damage waiver that I had had to pay in order to access the door code and the key locker box were shared with me.
I had to call Booking.

There is no one at the reception, there is no local number to call for help with checking in; check-in is very stressful, there are no clear instructions on what to do. It took very long to finally enter the room.
The compulsory security deposit is very, very high and I am still waiting for the money to be refunded into my card/account 3 days after I've checked out. Yet the security deposit is meant to be refunded within 24 hours of checking out. The process to speak to someone is very long-winded, arduous and stressful; furthermore, the individual is abroad and cannot physically help with things. Please refund my security deposit; thank you.

The health and hygiene of the room; the customer service the whole thing was awful

Been staying here on an off for 3 years when visiting family in the area. This stay was RUINED by the fact that there is no note on the booking that the entire street is blocked by roadworks until JANUARY 2027. I drove round for an hour looking for overnight parking being constantly misdirected by Evolve who now manage the property via the message service - at one point they even sent me a location 'for local parking' which was 4 hours away in Manchester in error! I had to pay for local parking till midnight, then get out of bed and book parking for the next day to avoid a fine. Unless you're on foot coming from the railway station then I'd reconsider staying here - shame as its a lovely place. No idea why there isn't some sort of note when you book and Evolve seem to know nothing about the properties they manage. They still owe me my 'damage deposit' I paid online when I booked.

Everything

The parking information on the description is not up to date as the car parks recommended don’t permit overnight stays. Also the damage deposit (£350 while refundable is super excessive) and the £40 non refundable damage waiver was a hidden extra. Room advertised at £102 but in reality was £142 so just advertise at £142

TV not working but was not important

They lack a number of amenities. They don’t have a single receptionist even in the day to help answers some questions only if you reach out to the owner. They don’t have microwave to warm food so get ready for your food to get spoilt. They don’t have iron to at least straighten an outfit. The bathroom is VERY SMALL (emphasis on VERY). A whole hotel’s AC wasn’t working at the time of our stay and the owner had to add one more fan which wasn’t blowing properly rather was blowing heat LOL.

Service , misrepresentation of being a hotel. Pre paid in April , pre check in sent and unable to do due to sites id issues . No help for hours. Standing on street trying to get help. Took security deposit . But no help other wise. Not nice being stranded . Also blames others for mistake.

Cleaning was poor, bed was uncomfortable and the pillow was as thick as a few pieces of paper. Bedding was also dirty. Room cleanliness overall was poor.