I checked in on the evening of Monday 30.10.23, and in addition to the £321.48 I paid via *******, I also paid the additional City Tax of £12.90. I was then upsold a room upgrade for €40 on the promise that it was a far superior room that was also in a quiet area of the hotel. I was awoken at 06:30 by the lift (which our room was located next to), specifically the very loud lift music. This was something I was intending to raise with the front desk, but as it turns out, I never got the chance. As I was awake, I attempted to have a shower, but this unfortunately didn’t work. Another issue I was going to raise. At 09:30 I was called from reception to say that the hotel was being evacuated, and to come down no later than 11:00. After packing our belongings we went to reception for 10:30. At this point, we were told to leave the hotel and come back at 11:00. Reception weren’t 100% sure whether we would be allowed to continue our stay or not. I complied and returned, only to be informed that we wouldn’t be able to stay for the rest of our booking. We were told to wait for further news. We had plans for the day, but unfortunately they were postponed and we effectively were losing a day of our holiday. At 13:30 we were told that a taxi was taking us to Estilo Fashion Hotel. Having looked at the hotel, location etc, I explained that I wasn’t happy. We chose ARCadia due to its location, room size, facilities etc. Estilo was far away from our chosen location, and with our 4 year old daughter with us, she would struggle to walk. As a result, we would be left with the expense of public transport. Another issue was the very small rooms, not ideal for three people. Another factor was the lack of a bath, only a shower. My daughter refuses to use a shower, she’s frightened of them. A big selling point of the ARCadia was the large children’s bed and the bath for my daughter. I asked reception whether we could be moved to another hotel instead, but they refused. At this point I requested a refund. My preference was now to be refunded my money and book another hotel of my choosing. Again, reception refused. They said my only option was to contact *******. With our taxi waiting outside, and nowhere else to go, we were transferred to Estilo. Upon entering the room we could see it wasn’t suitable and we contacted ******* via Live Chat to request a refund so that we could book another hotel. The ******* agent told me that ARCadia were responsible for authorising the refund, and that she would need to speak to them - completely contradicting what the reception staff had told me. It turned out that ******* were unable to contact ARCadia after several days so a refund wouldn’t be possible. I have personally attempted to contact ARCadia since the event to request a refund, but have been unable to speak to anyone. I toyed with the idea of booking another hotel and leaving Estilo, but with no guarantees that I would receive my refund, I couldn’t risk potentially paying
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