Dover Castle Suites

Within half an hour of arriving on the first night, water started leaking through the ceiling through the fire alarm, the doorframes, the light in the bathroom and the extractor fan which was directly above the toilet so you got wet with this brown manky water everytime you used the toilet. Took half an hour to contact Blaise finally through WhatsApp, and because of the late hour he couldn’t send anyone to sort the issue, but said he would send someone the next day. The next day no one came, but Blaise messaged to ask if the leak had stopped, which it had. When we got back on the second night from dinner, we walked in to find water all over the floor again, coming through the same points as the night before, and again Blaise was unable to send anyone around so again we had to clear the mess and put buckets out and endure the endless dripping noise whilst hoping the plaster on the ceiling wouldn’t fall on us. The next morning he sent a plumber round who just looked, didn’t do anything and we crossed our fingers it wouldn’t happen again for night 3. I asked Blaise what he was considering regarding a partial refund and he did not reply to that message. When we left we informed him there were no leaks the last 2 nights, that the next door apartment was stinking the building out with weed, and if he could please send a refund for our two disturbed nights. He told me he had lost money on the booking and I had to push him to commit to a refund for the two successive water leaks. 2 weeks later and he had ignored all my messages for a week with a lot of ‘we don’t get the money from booking.com for two weeks’ and ‘you have my word I’ll pay just be patient’. When I lost my patience after 2 weeks with no outcome from him, I posted a review describing what had happened, and Blaise then came back to me to tell me that he HAD been considering sending me a refund, but because of the review, he now wasn’t going to. I told him the review reflected the fact he had failed to

compensate us for our troubles with the two successive water leaks, but if he did actually compensate us then I could change the review to reflect this. He promised he would. 5 days after changing the review, and he is still giving excuses for not having sent the money over, no doubt trying to fob me off until 30 days past booking when I am no longer able to edit the review. Absolutely appalling customer service, and given the lack of action to the fact water was coming through the ceiling which was never actually resolved, I doubt this will be the last time it happens and you’ll enjoy a very wet stay for which you get to pay full price. The landlord has zero integrity and I’d rather people knew who they were dealing with than receive a paltry ‘goodwill’ gesture for being dripped on with fetid water when trying to enjoy a pee and spending most evenings mopping up water all over the floor. Best book the top floor and bring candles to disguise the weed.