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I didn't know that place had a booking facility - you just turn up and ask to see the room(s).
It is an awful story and one that will do Dover no good I agree; we have heard stories though of exactly the opposite where local people have been very helpful and made visiting people's stay here very memorable and happy.
We shouldn't beat ourselves up over this, but I agree with John, if we see someone lost or worried, ask if you can help them.
Roger
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