She feels ‘ignored’ after requesting further information about a refund
A guest at the Norbreck Castle Hotel has said the “scruffy” hotel caused a nightmare stay for her and her autistic daughter.
Stephanie Hughes, from Newcastle, stayed at the Norbreck Castle Hotel in Blackpool last month with her daughter.
Previously, Stephanie had stayed in a nearby B&B, but felt the Norbreck would be a “safe bet” considering the amount of parking it had and its accessibility to the main piers visited by so many heading to the resort.
Previously, the Norbreck has been criticised by guests for various reasons including one couple saying it should be ‘condemned’ after their stay found dead flies and hair in the bath.
Stephanie paid £112 for a family room at the hotel on Friday, November 5.
Upon arrival, she said that due to the bad weather they decided to check-in as soon as possible, but the queue to check-in was both “ridiculous” and “took ages”. The long queues caused Stephanie’s daughter, who has autism and additional needs, to become “agitated”.
On their way to their room, they found that the corridor floors were “lined with towels” which left Stephanie bemused.
Stephanie said: “They weren’t dirty towels, it was like they were using the corridors for linen storage.”
On their room, Stephanie said it was “freezing”.
“We noticed there was a crack in the window where it couldn’t close properly,” she said. “There was what looked like blood splatter on the dressing table and the room was just scruffy, it looked like it hadn’t been cleaned at all, down the pipes and behind the bed.”
Stephanie went to reception to request something be done about the room.
They had hoped to take part in the bingo which was advertised as the entertainment for the night, something that her daughter was especially looking forward to. But, after going down to take part, it didn’t “come on” as the Norbreck had planned.
Stephanie said her daughter, who has autism and ADHD, then became very “agitated” due to the change in routine. When they returned to their room, she found the windows had been taped up and a “small” electric heater moved in to the room.
Hoping to calm her daughter down ahead of the dance competition the next day, they then found that the TV in the room didn’t work either.
“I don’t know where to start,” Stephanie told LancsLive, “it was just horrific. I can’t believe what we’d paid.”
Stephanie works in customer complaints and went to the hotel in hopes she would receive a refund. She said she did receive an email response and was offered a discounted stay at a Britannia Hotel with “an upgrade and bottle of house wine” – two things she didn’t want.
Stephanie added: “Do you really think I want to stay here again?”
“There was nothing from them on the escalation process, internal or external, even 50% of my money back would do, but they said no refunds could be given after check out,” Stephanie said.
“I didn’t have time, my daughter was tired, everyone was rushing, we needed to get down to Blackpool Tower in horrific weather, I didn’t have time to raise it there and then. This clearly was not a one night thing, they’ve got a huge hotel with massive potential and its clearly not getting the due care and attention it needs,” Stephanie said.
Stephanie said she couldn’t understand “how” the hotel was “ignoring” the ongoing complaints raised by guests.
They even slept with towels over the bed and Stephanie insisted her daughter didn’t “play” on the floor which she found earrings in, again leading her to believe the hotel hadn’t been cleaned.
The Norbreck Castle Hotel is managed by Britannia Hotels.
They were contacted for comment but did not respond prior to publication.