The day before our arrival, I was required to send my ID as confirmation. I believed that they would have sent all of the access codes for our entry in to the building at that time. We were travelling for the next 24 hours to get to Nottingham from Canada. When I checked my emails, I hadn't received the check-in information. We arrived at the Nottingham Train station and I wasn't getting any response to my messages for nearly a half an hour. We were tired from travelling. When somebody finally did respond, they said that they were having a team meeting; that was the reason for the delayed response; despite they knew they had guests that were arriving that day and I was messaging shortly after 3 pm, which is check-in time for the guests. Our rooms were changed, but the rooms we were given were not suitable for our family of mother, son and 2 daughters all over the age of 50 travelling together