Norfolk Royal Hotel inconsistent dog policy

[Treacleandhoney]

I took my dog here to Norfolk Royal hotel Bournemouth but next time I booked they changed their dog policy so turned me away without highlighting change in policy.

After complaining no one responded. Then after chasing a month later they said dog policy buried in small print. Yet on booking.com faqs the review still says dogs very welcome.

im not happy with their customer care which is non existent.

I should add the hotel is owned by Alfa travel.

Were they aware you were bringing a dog? In many hotels there are a few rooms that are dog friendly (with direct outside access sometimes), but most are not.

No having stayed at the hotel previously without having to say I’m bringing the dog I didn’t notify in advance but just checked the reviews that dogs were still welcome.

tbh I’m just disappointed it took 1 month for them to respond to my complaint and no manager or client care was available at reception for me. As a single mum of 3 children we were just told to leave and it was dark already.

Does the description say dogs welcome or the reviews?

Am sure the hotel said assistance dogs only when we booked a weekend stay there. Maybe your complaint is with booking.com if you booked through them.

Dogs are not normally allowed at hotels so you should have checked the policy each time in my opinion.

I would have expected to have told them in advance as can imagine only a few rooms are used for dogs?

Thank you. I think I was frustrated because they didn’t update fully the booking.com website but I realise I should check each time direct with hotel.

Thank you. I’ll leave post now as I’ll take up with booking.com