รีวิว Royal Victoria Hotel

We woke up to find bed bugs in our bed and on us. Informed front desk, who rang the owner when we asked for a refund. We didn't feel comfortable taking another room knowing bed bugs could be in there as well. When front desk told the owner that cleaning staff had also found bedbugs, we heard him say 'tell them I'm not here' before the call ended. It was fairly awkward and I felt really sorry for the person on front desk who was trying to help us. I've been trying to secure a refund ever since but despite a helpful conversation a fortnight ago, have heard nothing. I've been told the owner was at a conference when he said he wasn't there, but I heard what I heard and it felt like somebody trying to avoid responsibility. In any case, the fact I've still not heard from him despite calls and emails is the same issue. I regret having to post this as the hotel has such potential. We loved the older decor, but I'm not sure this is deliberate. It felt like a place without much care, for the building, it's staff or it's guests.