Blackpool mum’s hotel disgust at ‘hole in the wall’ and freezing room

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The Henson Hotel said they don’t use misleading pictures “at all”

 

Henson Hotel
Henson Hotel (Image: Street View)

A Blackpool hotel has refuted claims that pictures being used online are “misleading” for prospective guests after clients said they experienced what they described as “disgusting” visits.

Last week, one guest said the Henson Hotel had ruined their birthday after a “shambolic stay” where they claim to have found “bogeys” on the walls.

LancsLive contacted management at the Henson Hotel who declined the opportunity to comment at the time due to a change in management, meaning they were not present for this particular stay.

Now, two more guests have shared their experiences of the hotel retrospectively, both claiming the pictures advertising the hotel are “misleading” for prospective guests.

But management at the Henson have told LancsLive that they don’t use misleading pictures “at all” and some times guests confuse images of other rooms with those that they book.

Anne Marie Baxton, from Whitehaven, stayed at the Henson Hotel for the weekend of October 22 with her daughter and grandchildren, aged five and three.

They had gone to see the Titanium Fireworks of the World Fireworks Championship in the seaside resort and Anne booked the Henson in hopes it would provide a “good experience” for her grandchildrens’ first hotel stay.

“It was very misleading,” Anne claimed. “It was very basic. There was a hole in the wall and the blinds weren’t clean.”

She did commend the “clean” towels and bed sheets, as well as the “pleasant girls” on shift, but said the list of issues found at the Henson led her to request a refund. Anne had booked two rooms for the family’s stay at a total cost of £460, with breakfast included.

Anne photographed a "hole in the wall" of her room in the Henson Hotel
Anne photographed a “hole in the wall” of her room in the Henson Hotel

In her daughter’s room, an alleged broken window was said to have left the room “freezing” with Anne saying her daughter used towels to block out the draught.

Anne said she took her complaints to the staff at reception and was asked about issues she had with the rooms, to which she said she replied: “What is right?”

She told LancsLive she found room doors “wouldn’t shut” as well as “dust, cobwebs, and something splattered” across the wallpaper. During breakfast, she claims she saw “dirty plates.”

Anne also said her daughter could not use the shower because she said it was “unclean”.

“I’m not posh, but I expect cleanliness,” Anne said. “Choosing to stay there was the biggest mistake of my life.”

After leaving the hotel, she said she “sat and cried” and her youngest daughter, who has asthma, became “poorly” and had to start using her inhalers again.

Gail Wood also stayed in the Henson, opting for a ‘corner room’ with blue-striped wallpaper at the Henson Hotel in November 2019. She paid £29.52 for a standard double room.

The bath of the ensuite in Anne's room
The bath of the ensuite in Anne’s room

Gail contacted LancsLive over the weekend following last week’s initial piece about ‘bogeys on the wall’. She said: “The photos on the website look nothing like it. I’ve never seen anything like it.”

Gail described the hotel then to be “three houses joined together” and said during her stay “the curtains fell down” and the “double bed was equivalent to a mattress on the floor”.

During her stay, Gail said “even a lick of paint wouldn’t have fixed it, it was the most horrific place.” Gail said that her and her husband “never” took their shoes off during their stay, aside from when they went to bed, due to the “filthy carpet”. They also said they put “towels on the bed” because of how “bad” it was.

Gail claimed the room was “dirty” and “freezing”, and also said people in the surrounding rooms were constantly “arguing”.

Like Anne, Gail said the sheets were “clean” but would have left the hotel had alternative accommodation not been booked out.

Prasad Purandare from The Henson Hotel told LancsLive that they don’t use misleading pictures “at all” and said that “at times, guests look at images of big family rooms and book a double or single room and expect the same room. However, on Booking.com each category has specific pictures of room types and they are all accurate”.

He also said: “All our mattresses are hotel grade and are changed on every two years. We also use mattress toppers on all our mattresses.”

The Henson Hotel confirmed Anne’s stay on October 22 and said: “After having spoken with the manager and cross checking with our system I can confirm that they were given room number 52 for Family 3 (double bed plus single bed) and room 23 (double bed) for Double.

“They are both en-suite rooms with central heating and come with additional electric heater too as central heating is on timer. Room 53 was refurbished in 2019 itself and room 23 was freshly painted just before we reopened in May 2021.

“We have had many happy customers who have stayed with us in those rooms and continue to do so. You can see room 53 on my Booking.com profile with dark purple wallpaper with a pic of a family and grey headboard and purple cushions. We had to take all the cushions away due to COVID and photo of the room without cushions is also there on Booking.com.”

They also confirmed Gail’s stay on October 2 (2019). They added: “You can see this room on Booking.com profile too under double room category with blue stripe wallpaper.

“As you can see from Henson profile that we have rooms with various themes/wallpapers as inherited when hotel was purchased. We are carrying out refurbishment during midweek, one room at a time where we are stripping away all the wallpapers and rooms are being painted with one theme only so all the rooms will look alike. We have also started rendering from outside the building, weather permitting, we should be able to finish by March.”