My husband and I visited the Arneville for a short midweek break. We had stayed several years ago and had been pleased at that time. In October 2008 we arrived to find the hotel rundown and dilapidated. Paint was peeling and dirty, the satin drapes in the restaurant were very dusty, the ceiling blackened, carpets were worn and stained. The lighting in our room was really dismal - too dismal to read by - a light bulb was not working. The extractor fan in the ensuite did not work. We had taken advantage of an autumn offer which offered bed and breakfast for two nights and one meal from the day menu. The meal from the day menu had been booked for dinner on the day of our arrival. We did not make this booking but by using the autumn break offer we had apparently agreed to it. Although we did attend for dinner, the menu was not suitable and we did not take up this booking. We were unable to transfer the dinner booking to the second day of our stay.

On complaining about the room to the receptionist, the light bulb was replaced. We were informed the rooms were to be refurbished next week. The hotel manageress was not available but spoke to us on the following day.

The manageress's attitude was surely and confrontational. She said could not do anything for us regarding our complaints. She continued that we had agreed to a room for two nights, breakfast for two days and one meal. The fact we had not taken the booking for dinner was our own choice and not theirs. She said the bathroom fans were turned off at certain times because they were noisy but operated from 8am for a limited time. (This was not true.) Again we were told the rooms were to be refurbished next week. Her unpleasant attitude was echoed by some, but not all, of her staff. The manageress said she had never had a complaint before.

We made this booking by telephone in good faith because of our past experience at the hotel. The Arneville at Middelburg in my opinion no way warrants four star accreditation with the service and accommodation that it offers today. We were not only disappointed but very upset by the aggressive attitude we met with when we complained.