⭐☆☆☆☆ Misleading advertising ruined my…
⭐☆☆☆☆ Misleading advertising ruined my holiday – avoid if you’re booking for the leisure facilities
I rarely leave negative reviews, but my experience with The Purple Tree Hotel was so disappointing that I feel other travellers deserve to know what happened.
The main reason I booked this hotel was because of the advertised hot tub/jacuzzi and leisure facilities. At the time I made my reservation through Booking.com, there was absolutely no mention that the hot tub required an additional payment or had to be booked in advance. Had this been clearly disclosed, I would never have chosen this hotel.
After arriving, I was informed that I would have to pay extra to use the hot tub and that it needed to be reserved in advance. I was shocked because this information simply did not exist on the Booking.com listing when I booked. Important charges and restrictions should always be made clear before guests pay for their stay, not after they arrive.
The disappointment continued when the swimming pool area was occupied for long periods by a large group, meaning other paying guests could barely enjoy the facilities. The relaxing break I had planned quickly turned into frustration.
The way my complaint was handled made the situation even worse. Rather than acknowledging my concerns or accepting that the advertisement was misleading, I felt the hotel became defensive and showed very little interest in resolving the issue fairly.
The most concerning part is that after I complained, the hotel edited its Booking.com listing and added wording stating that the hot tub is subject to an additional charge. That information was not there when I made my booking. The fact that the listing has now been changed speaks for itself. Future guests will now see information that I was never given before paying for my stay.
The experience became so stressful that I decided to leave the hotel two days early, despite having already paid for my stay. I even left early in the morning without having the breakfasts I had already paid for because I simply wanted to get away from the situation. Instead of enjoying my holiday, I had to find another hotel at very short notice and pay for another two nights out of my own pocket, costing me even more money.
To make matters worse, the hotel has refused to provide a fair refund. They have only agreed to refund the final night of my booking, and even that has still not been properly refunded by them. The only payment I have received so far is £49, which was actually paid by Booking.com as a goodwill gesture from their own funds, not by the hotel itself. Despite the hotel failing to provide what was advertised, they have kept my money while I have been left significantly out of pocket.
This whole experience completely ruined what was supposed to be an enjoyable holiday. Instead of relaxing, I spent my time making complaints, gathering evidence, contacting Booking.com and PayPal, and dealing with unnecessary stress.
I have now raised formal disputes because I genuinely believe the hotel’s advertising was misleading and did not accurately represent what guests would receive. Hotels have a responsibility to be transparent, especially when facilities that influence booking decisions come with additional charges or restrictions.
I do not enjoy writing negative reviews, but I also believe other travellers deserve to know exactly what happened before spending their hard-earned money. Based on my experience, I cannot recommend The Purple Tree Hotel. I sincerely hope they become more honest in their advertising and treat future guests more fairly than they treated me.