Publicidad engañosa

To whom it may concern,

we made a reservation through booking.com in newcastle west hotel & bar from the 2nd to the 4th december. We will arrive to newcastle airport at 12.15 am (3rd december) and will not be able arrive to the hotel until 1 am. i have asked to hotel if it is possible to check-in at that time since on the "description" and "facilites" sections on booking.com, it is said that there is a 24 hours reception / front desk service. As long as i know, one of the main duties of the front desk is welcoming and receiving guests, that is why when i made the reservation, i truly thought that they would be able to receive us at that time. I would not have booked this hotel if it did not say that there is a 24 hours reception service.

i have been speaking to the hotel through booking.com chat and they have informed us that it is not possible to check-in after 10 pm because there is no one at the reception until 2 pm. In that case, reception service is only from 2 pm to 10 pm, which is 8 hours, not 24. They also refuse to refund 1 night due to this discrepancy.

apart from that, the person who i have been chatting with has been very rude and with no professionalism at all. It seemed he/she was being ironic and did not give proper information (plese see screenshots attached to this email).