I was due to stay at the Hampton at the end of October 2011. The weather at the time was not great; it was the time of the freak snow storm which in fact sent Connecticut in to a state of Emergency.

The Amtrak had cancelled all trains from New York to Connecticut and had to make other arrangements to get to our friends in CT.

Before we left New York, we called the Hampton and asked if they had electricity as I was aware that a lot of CT was without power. Having spoken to call centre, I was transferred to someone who stated that they were the manager for the hotel. I was advised that the hotel was operating as normal and not to worry.

When we arrived at the hotel the place was in darkness and member of staff forced open the sliding doors to inform us that there was no electricity at the hotel. I stated that I had spoken to the Manager on the phone and was advised that the hotel was operating as normal. I was advised that the electricity had been off since the night before and that I should have been informed of the situation.

I was told that my room was still available and as a goodwill gesture, they would half the cost of the room for the entire stay, but they could not refund the full amount if we decided not to stay. I was advised that we would need to provide our own torches as the corridors were pitch black and that none of the rooms and heating, but again as a further goodwill gesture they would provide extra bedding. We decided not to stay at the hotel.

A few days later I contacted the Hampton’s head office, who stated that they would refund the entire stay. The company was not apologetic and did not offer any form of compensation.

I appreciate that these were not normal circumstances, but if I hadn’t had been lied too I would have stayed in New York.