We were disappointed when we were told after paying and booking that there was an additional 30 pound fee for late check-in. When we arrived, there wasn't a person to hand over the key, but a lock-box, so not sure why there was the additional charge. On top of that, we called the person at the office to get the code and we were given the wrong code and had to call back. None of this would be a big deal, but we were standing in the freezing cold rain with no shelter. They asked us for proof of address in the UK, on top of copy of identification. I wrote this off as a formality that is similar to most hotels, though even 5 star hotels don't ask for this much information. And honestly, this is not even close to a hotel. The furnishing are cheap, the double bed is actually two mattresses pushes together. The "radiator" (portable heater that was mounted to the wall) was ripped off the wall in the bedroom, and there were singe marks on the carpet so we were scared to turn on the heater for fear of starting a fire.There is also no heater in the bathroom. The hot water also ran out between just two people. The worst part was we got sick because of the lack of heating, the window had been left open when we arrived so it was freezing. We checked out late because we misunderstood check out time, so when the cleaner arrived, I opened the door to let her in while I packed my things (it was cold outside). She stood in the doorway, letting cold in, took my photo on her phone for her boss!