The Address Glasgow

Thank you for your response, Alan. However, many of the claims in your statement do not match what actually occurred. What happened was a serious breach of privacy, guest safety and discrimination We received no prior communication whatsoever that our booking had “ended.” We only learned this after discovering our rooms had been locked, our key cards disabled, our beds altered, and our belongings handled without permission. Your team entered multiple occupied rooms before informing us of anything. Your explanations were inconsistent. Staff told us the lockout was due to differing check-in dates—yet two rooms together (including one not linked to this claim) were treated with inferior service from day one. This contradicts your narrative and suggests mishandling rather than a “travel agent error.” Regarding the “three guests” waiting for our rooms: No timeline, no documentation, and no evidence was provided. If such guests existed, standard practice would be to notify us earlier in the day. Instead, we were kept uninformed until after our access was removed and our belongings were touched. The escalation in tone only occurred after staff attempted to overcharge us despite the printed receipt, refused to return the deposit, and responded with hostility when this was questioned. We left because the environment felt unsafe and unprofessional, not because of unwillingness to communicate. The inconsistencies in your explanation and staff behaviour make that clear. I hope the hotel conducts a transparent internal review, as the events we experienced go far beyond a simple misunderstanding.

Worst experience and unprofessional staff I ever had in hotels, the staff were discriminatory, completely rude and felt unsafe after kicking six women out of the hotel while locking our rooms with our luggage inside and touching our stuff …

Worst experience and unprofessional staff I ever had in hotels, the staff were discriminatory, completely rude and felt unsafe after kicking six women out of the hotel while locking our rooms with our luggage inside and touching our stuff without any permission or notifying us, at 6pm. This behavior is not acceptable at all and uncivilized, if the rooms were actually booked with “real guests” then the professional way of “RECEPTION MANAGER” should act is inform us since morning that we will be checked out at 12pm which is the international time for hotels to checkout guests (FYI). Also, not charging us the full price of the night!!! This is a serious breach of guest safety and basic hospitality. At first we tried to have a mature civil discussion but the manager responded aggressively, refused accountability, and threatened to call the police instead of resolving the issue professionally. Eventually, while kicking us out and threatening to call the police for no reason at all the manager “voluntarily” shared his details claiming that he will help us!! What would i do with your help after kicking us out and charging us the night!!! You should’v provided your “help” while the issue persist. Moreover, rooms were dirty, hand soap is watered down, used tea cups was not replaced at all during the stay, floor were dusty, “even after house keeping cleaned”, and very bad laundry and overcharged us more than the written receipt. Finally, an advice to address management (real managers) inform your staff never do anything “out of good well” just tell them be professional, behave themselves, and do not through toddler tantrums.