Disgraceful Guest Relations Team.
At check-out I informed the person on reception that the bed was broken (something I only noticed upon getting in bed at 1am once my infants were asleep and could not do anything about) and would need to request a refund since it was a terribly uncomfortable night's sleep. The person at reception called someone else over who handed me a business card and said I would have to email the guest relations manager to request the refund. Stupidly, I thought they would act in good faith and so left with the business card thinking it would be handled professionally.
The guest relations manager denied that the bed was broken (even with my photographic evidence) and refused any refund. I have gone back and forth many times to give them the opportunity to make it right and offer some kind of compensation, but they are not willing to refund a single penny or offer any alternative compensation. I've never experienced such awful customer service.
The room we were given was very different to photos, very outdated. The worst part is, we were originally in a nicer, smaller room, but upon checking in, the duty manager saw that we had two babies and offered us a family room, which we said yes to as they did not have enough travel cots at the hotel.
Do yourself a favour and chose the Harbour Hotel in Guildford instead. A business is nothing without good customer service.