Blackpool guest’s Booking.com refund after ‘nightmare of a holiday’

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The guest has encouraged other tourists to get in contact with their booking sites

 

The President Hotel
The President Hotel

Online travel agents Booking.com has refunded a Blackpool guest after a ‘dangerous’ holiday experience at a resort hotel.

Barbara Jackson stayed at The President Hotel for a four day weekend from the Thursday, July 15 to Monday, July 19.

After her stay, Barbara decided to make an online group named Blackpool Nightmare Holidays for ‘people who have had a bad experience and left disappointed and out of pocket’.

Having shared photos of her experience online, including photos of “dirty and unhygienic” mattresses with alleged urine stains on both sides, Barbara has received a refund of £121.45 from Booking.com to apologise for “any inconvenience that this matter has caused.”

Her stay at The President Hotel on the Promenade cost £565.16 for four nights and in a post shared with group members, she advised disappointed guests to get in touch with their booking sites if things aren’t as they seem when advertised online.

Booking.com told LancsLive: “This property has a 5.8 out of 10 review score based on 753 reviews from previous Booking.com customers, which together with comments from other travellers, helps to indicate what kind of experience it offers.

“As part of our aim to facilitate smooth and enjoyable travel experiences for our customers, our customer service team is also available 24/7 to answer questions and support before, during or after a trip, just as we have done in this case where, due to the customers’ dissatisfaction with their stay, we have offered 100 GBP as a gesture of goodwill.

Mattress in The President Hotel
Mattress in The President Hotel

In an email to Barbara from the Booking.com Customer Service Team, they wrote: “We are sorry to hear about your recent experience at The President Hotel.

“We’ve sent your feedback to the accommodation as well, however, they are unwilling to provide any additional compensation.”

The email continued: “We want our customers to have the best travel experience, so we would like to offer you a Wallet credit of 121.45 GBP to use towards future travel plans. Once again, we sincerely apologise for any inconvenience that this matter has caused. If we can help you with anything else, we are always here.”

A spokesperson for The President Hotel told LancsLive: “Having spoken to members of staff what seems to have happened is this lady had complained about an issue in her room and was offered another room.

“She was offered a room change and she accepted it.”

The President Hotel said that if the room change had not been accepted, Barbara would have been entitled to a refund.

The ceiling in The President Hotel
The ceiling in The President Hotel

Barbara told LancsLive that her stay at The President was “a nightmare of a holiday” and said she would “never go back” to stay at the hotel.

Barbara collected photographs of the room which she said included “blood stains” on the mattresses, as well as “dangerous” sockets that could not hold the kettle for her room.

She said: “First thing I want is a cup of tea, so we complained and changed rooms.

“But that was just as bad, the extractor fan did not work so the room steamed up when having a shower.”

The kettle in The President Hotel
The kettle in The President Hotel

She said: “The manager offered us a second room when I complained as I was angry, I wanted to go home. There was only one room left which meant we lost our sea view. If I could of got a refund we would of left same day”

Barbara added that “more ventilation” would have been important to her as she suffers with chronic obstructive pulmonary disease.

Barbara also recorded a video of her room, which she said was “dirty” and pointed out the mattresses of which she said: “if you think this is bad, the other side is even worse.”

Despite her stay, Barbara said she is not put off from staying in Blackpool as she believes there are some “hygienic places with good decor and good hospitality”.

In a post shared with other disappointed tourists, Barbara advised those with “nightmare” holidays to contact their booking companies and “send pics”.

She wrote: “I feel I paid a good price for the rooms at The President Hotel Blackpool, so I expected something decent.

“I have contacted Booking.com and asked for a refund, also stated the pics do not look like what I saw, especially the rooms.”

Her group, Blackpool Nightmare Holidays, has over 460 members who advise each other where to stay and where not to stay in the resort.

Barbara said: “I will use StayBlackpool next time, they are more for good standards.”