Arrived in Crete late at night and the pre -ordered cot was not in the room. The hotel could not do anything until morning so our 4 month old son slept in a suitcase padded out with towels! I have booked hotels, read the reviews after booking,and been concerned by a poor review but then had a fab time.
I think it is all down to personal expectation. Having run a hotel for ten years I can see it from the other side!
James Cleverly is running to be Mayor of London
getting to the point of "no return"
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Once in France, having booked a room with a cot, we arrived to find they didn't do cots so DD2 slept in the bath with every pillow, blanket etc we could find to cushion her. She keeps bringing that up to prove what cruel parents we were. 

