Halfway Hotel

Dear Team,
I am writing to formally express my extreme disappointment regarding the unacceptable service my family and I experienced during our recent reservation at The Halfway Hotel (128 Belvoir Road, Coalville, LE67 3PQ).
On Sunday, 16th August 2026, at approximately 23:00, I spoke directly with a male staff member via telephone. I confirmed that my family and I would be travelling from Aberdeen for a two-night stay, checking in on Friday, 21st August. I explicitly informed him that we would be arriving late. During this call, I also requested cots for my two children and was informed they were unavailable, clearly proving that your team was aware of our upcoming late check-in. Following this confirmation, payment of £220 was taken from my account on 17th August.
On 21st August, my family and I undertook an eight-hour journey from Aberdeen to Leicester, arriving at 00:30 (12:30 AM). Upon arrival, I called the hotel manager to request access, only to be informed that the reception was closed. She stated that staff had attempted to call and message me earlier. I explained that I was driving at 70 mph on the motorway and could not safely answer calls or read text messages, but emphasized that I had already given prior notice of our late arrival.
Despite my explanation and pleas—highlighting that we were stranded after an exhausting journey with young children—the manager flatly refused to give us access or provide keys. Even when I offered to pay for a taxi to bring someone to check us in, she refused and instructed us to find another hotel. Consequently, my family and I were forced to spend the night sleeping in our car until staff arrived at approximately 09:00 the following morning to let us in.I have already requested a refund for the first night, which the management team has refused. I am giving them final one-week notice to issue a full refund for the unused first night. If this refund is not processed by the end of this period, I will escalate this matter.

That there's not staff on at night we were at an event during check in times and had to leave said event to drive to hotel to check in to drive back and re enter. I travel regularly and never had no staff at a hotel during night time.

Tried to drop case off earlier but reception didnt open till 3pm.Lack of toilet roll glad I always travel with extra. But I would stay again.

Bar closed early and rooms were extremely hot and noisy traffic

Rude reception staff

Had to order breakfast from a diner-like menu rather than a buffet style. That said, it was actually ok food.

Nothing it was perfect for what we needed.

EXCELLENT ( SOMEONE CAME IN FROM SIDE / AFTER HOURS ENTRANCE AND WEN UPSAIRS AND WERE SQEAKING A FEW FLOOR BOARDS ABOVE ROOM 4 UPSTAIRS AT ABOUT 3AM ( I SHOULD HAVE BEEN WELL ASLEEP BY THEN ANYWAY ! ! ) SO A MINOR HARDLY WORTH MENTIONING OCCURANCE !

Absolutely nothing.

Blinds didn't fully close