Village Hotel Coventry

My wife and our two young children arrived at 6pm to be told that the prepaid family room, booked and paid for two months in advance, was unavailable because the hotel had overbooked. That is a breach of the booking we paid for, and the explanation given ("it's what the airlines do") was wholly inadequate. In a frustrated and passive aggressive tone, the male reception staff member even said “I’ve had to deal with this stuff all day!” My wife was left stranded hours from home with one autistic child, while the reception staff were dismissive and unhelpful. The options offered were unreasonable: 1) separate rooms for a mother and young children (expecting one of the children to stay in a room on her own!), 2) a twin room for two children to share a single bed, or 3) find another hotel. After escalation, the hotel eventually arranged alternative accommodation in a Ramada hotel 10 minute’s drive away, but it was inferior, in a less suitable location, and required my wife to walk from a separate carpark in an undesirable area at night with children and luggage. Ultimately, the hotel failed to provide a reasonable alternative promptly, and its handling of the matter fell far below any acceptable standard of care. We incurred distress, inconvenience, and a clear loss of the service we contracted for. We will not return and I would urge anyone to reconsider using this hotel.

The staff at the hotel made my stay - from the gentleman at reception who checked me in and changed my room immediately on my request due to the noise outside - to the lovely Millie at the bar who helped me on numerous occasions with food orders and was always so pleasant, to the blonde girl at the bar who helped me watch the Bournemouth 🍒v Fulham game (hope she enjoys Uni and her new live living in Bournemouth) and finally Catherine who organised a takeaway away box of food for my journey home, due to me leaving before the lunch buffet was due to be put out - as I had to leave early to catch a flight. The hotel should be grateful to have such great staff that provide such excellent customer service,

Great location on the edge of the city so easy to access from the motorway, with plenty of parking which was free for residents. Breakfast was disappointing, limited choice and a few of the hot options weren't restocked during the time we were there.

Peaceful stay in a clean and tidy environment

Newly refurbished room was excellent along with the pool facilities and room service menu