A YOUNG York couple claim an office mix-up conspired to ruin their wedding day.

Neil and Nicola Massam, of Acomb, say the biggest day of their lives was ruined by a booking blunder at the Elmbank Hotel, in York.

When the newlyweds arrived at the hotel, on The Mount, they found that the bridal suite was double-booked.

Neil, 28, said: "It was our wedding night, which we will only ever have that one time, and they ruined it. And they couldn't even be bothered to say sorry."

A spokesman for Cairn Hotels, the chain which owns the Elmbank, has admitted the double-booking mix-up and that there was a delay in sending a written apology to the couple.

Mr and Mrs Massam say they arrived at the hotel and were shown to a cramped room with twin beds. When they queried it with staff they were told the bridal suite had been double-booked and were offered another room.

"But there was no alternative at 1am but to stay the night," Neil said.

Neil and bride Nicola, 25, said the hotel accepted its mistakes and promised a full refund.

But they say it took management staff more than a month to get in touch, with Neil contacting them five times before they finally refunded the cash.

Auban Hander, director of Cairn Hotels, based in Newcastle, apologised to the couple and said a letter containing a written apology and a cheque refund had been delayed in the post. He blamed the double-booking on an office "mix-up" but added that the matter was thought to have been settled after the couple were offered a complimentary room for the night and free drinks.

Updated: 08:40 Thursday, July 17, 2003