rubyxuila

Jul 12, 2025

I stayed at NOX Hotels with my friend…

I stayed at NOX Hotels with my friend and we were both treated disgracefully from the moment we arrived. We had written confirmation of early check-in, yet were refused entry, spoken to with blatant disrespect, and forced to walk twice with all our luggage between branches, despite making it very clear that one of us has a disability and needed support. There was no help, no explanation, and no empathy, Instead, we were met with patronising and dismissive attitudes, particularly from one staff member, Catrin, who made the situation even more distressing. We spoke to multiple people across both branches, and not one person took responsibility or showed any care. To make matters worse, we were falsely accused of editing the hotel’s own confirmation email and threatened with police involvement - a completely outrageous and baseless accusation that caused serious emotional harm. All original emails and evidence have been retained, and we are now pursuing this matter formally. This was not just poor customer service, it was a violation of basic decency, accessibility rights, and professional conduct. Our trip was ruined, and the experience was humiliating, exhausting, and deeply upsetting for both of us. I would urge anyone especially those with disabilities or access needs to avoid this hotel at all costs.