The Berkeley

First of all, the land line is disconnected (I believe that's on purpose!), I tried multiple times to phone the guesthouse, but it didn't even ring. I arrived early before check-in, no one opened the door (later the manager/owner Joy confirmed she saw me, but didn't even open the door. Upon check-in I was asked for a credit card for a £100 deposit (the room was paid via booking.com). I asked if I could leave cash, she said no... I asked if it's a pre-authorisation on the card and she said she doesn't have to explain to me anything (shocking!) as it's written on booking.com.. As I thought I didn't have my card on me, she rudely told me to go and wait while she is going to call booking.com to cancel the booking (of course no refund!).. Luckily, I found my card..but even then she was rude, and said it's up to her now if she lets me stay! The way she spoke was very unprofessional! She took my card, I couldn't see what she was doing, no receipt nothing...then she handed over the key! Upon check-out (I stayed 1 night) I asked for the refund (as it states in the email you'll get refund upon check out), she said there was no charge?! I asked what's her name, she told me a fake name (Susan!)...her name is Joy (I found her on Linked in as the owner). Why give a fake name??? Anyway, I wish I had read the reviews here, because I wouldn't have booked the guesthouse! The lady has no empathy, and is very unfriendly and unprofessional! Also, the room was tiny, and the window was dirty!

If I could give The Berkeley 0 stars, I would. Please, please do not stay here and do not give these people your hard-earned money. Booking.com informed me that I could check in was from 2 pm - 7 pm, noting that "There is a late check-in fee of £20 for arrivals after 19:00. Please note that the property cannot accommodate arrivals after 23:00." After a nightmarish travel day filled with delays, we arrived at 9:31 PM (!), buzzed the front door, and were so relieved when an attendant opened the entrance. Relief quickly descended into horror as she told us she was "the night porter" and "couldn't help us." Mind you, I'd paid for my stay in full... Her behavior vacillated between rudeness and full-blown anger before she shoved the front door on our faces—no offer to put us in touch with a manager, no solution, nothing. We were left on the street with nowhere to stay, and the telephone number on the hotel website didn't work (Booking.com was sending us in circles). We ended up wandering around with dead phones trying to find an opening to rest our heads but every single room in Eastbourne was booked that Saturday night. We were out of luck. By midnight, we gave up and paid $300 for an Uber to London, cutting our time in the city short despite having plans to explore the next day. I didn't feel safe sleeping outside. I am someone who follows and respects rules (I would've paid the 20 pound fee if I knew about it! I would've spoken to a manager to check-in late! anything!), who believes travel is an incredible way to experience new cultures and ways of thinking. I try to be adaptable and kind, and I have never, ever had a hotel experience like this. Shame on these people. I called the following day to request a refund.... although Booking.com approved it, The Berkeley denied it. I called the property and spoke with an individual I suspect was the same woman who shoved the door on my face hours earlier (I can't be sure... she now identified herself as the "receptionist"). She talked over me the entire time and eventually hung up on me. I wish I was exaggerating even slightly. Please save yourself and your vacation and do not book here.

On arrival we were met by Joy who gave us a cheerful welcome and checked us in. Our room (5) was on the second floor at the rear. It was of good size and spotlessly clean. The en-suite was also of good size and shape. The bed was very comfortable. We noted that, in addition to all the usual, there was a hair dryer and a mini fridge, if required, available in the wardrobe. Location was good, opposite the Devonshire Theatre and very convenient for the "Magic Motors" Car Show that we were attending. Rather than waste time searching for on street parking, we used Trinity Multi-storey. Just five minutes walk away. We hope to attend the car show again next year and The Berkeley will be our first call for accommodation.