The Windsor Town House

What a lovely hotel. We stayed overnight as we had tickets to watch Bath Rugby at the REC. It was a perfect location. The staff were really lovely, the room was beautiful (with a wonderful view over the REC), breakfast was delicious and all in all it was just perfect for us. Such a characterful building too - beautifully decorated and full of original features. We shall definitely stay again.

We stayed at this 5-star 'hotel' for 1 night, thank God we didn't stay longer. This place should not have the rank of a hotel! Everything about this place disgusted and disappointed us. We had a horrible basement dirty room for £145 a night. We couldn't change the room. The staff at the check-in was nice and super friendly; however, useless. They didn't help us change our room on arrival when we realized we were placed in the basement. Btw, the reception stopped working after evening time at this '5 star hotel' lol. The room was so dirty, the bedsheets were broken and had hair, the worst thing I have ever experienced in hotels was the SEMEN stains on the bed (see in pics), and the dirty toilet seat... In general, nothing looked clean in the room, literally everything was dusty, had some hair and stains. Just total disgust. I tried to claim a refund from ***********, but they just said that the hotel refuses to refund and they are not even interested in investigation. I am completely shocked that *********** promotes such 'hotels' and doesn't feel responsible for our experience at all. They just ghosted us for now and stopped answering my messages. !!! So, I want to warn everyone here that you should not stay at this place and you should never rely on ***********. You can find a better platform to find hotels, which will help you if you ever experience something like this on your stays. Now we feel like we were completely ripped off, had a terrible stay at someone's old grandma's house that has never been cleaned for 50 years... Thanks to #windsortownhouse for not even showing willingness to investigate this matter to improve your service or anything of the sort. #HotelHorror #BadHotelExperience #TravelFail

I booked this B and B after much investigating of other places in Bath. I went with it because I saw it was a short walk to the shops and this is very important as my Mum is recovering from a broken back and has limited mobility. I booked a garden room at extra expense as a treat . I specifically asked reception if the room was on the ground floor because Mum still can't do stairs. I was assured it was so I paid over a£400 deposit. More fool me ! When we arrived we were met by a very pleasant young man who took us through check in. When he finished he offered to take our case downstairs to our room. I asked what he meant and he said our room was down 2 flights of a winding staircase I explained Mum can't do stairs and that I had asked on booking and was assured it was ground floor. There was no way she could even attempt them .I rapidly had to get another hotel . I managed but it cost me another £1000! I asked reception if he could get us a refund or even half the money and he said he would try his best .We moved to another hotel and I got an email next day from the manager saying that as a goodwill gesture they would keep the deposit it would not charge the rest !! I explained it was a treat for Mum and I as we have recently lost my Dad .. She couldn't give a fig and would not budge on the situation I appreciate the booking policy is non refundable but this was an unusual situation and a little leeway would of helped .. Disgusted by her total lack of humanity and basic human decency ..