‘Pathetic’ Blackpool hotel with ‘pee-stained’ pillow and no room for wheelchair ‘ruins’ family’s holiday

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Natalie Midgley uses a wheelchair and felt that the hotel didn’t cater for her


The Norbreck Castle Hotel in Blackpool (Image: LancsLive)

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A Blackpool hotel guest claims her family holiday was ‘ruined’ after the hotel failed to cater to her needs as a wheelchair user.

The Norbreck Hotel has long been under scrutiny after guests reported fleeing in the night and finding ‘blood on the walls‘.

Others reportedly cut their holiday ‘four days short’ and more recently, one man’s horror left him vowing to never return again.

Now, concerns about the Britannia-owned hotel are being raised again after Natalie Louise Midgley, 35, visited for a ‘peaceful’ weekend away with one of her sons Junior Jay, 13, and her partner Lucy Neil, 36.

The three travelled up to Blackpool from Bentley, Doncaster, on the weekend of August 23 and intended to stay until August 26.

Online, Natalie said the hotel looked ‘gorgeous’ and ‘stunning’ with the lights ‘shining’ on the walls of the Norbreck Castle Hotel in photographs.

Natalie said she wanted to stay in a quieter area, because she wanted her experience to be more ‘peaceful’ than the ‘busy’ area of Central Pier.

She said: “It meant a lot because I don’t get out often, I suffer with a lot of problems and my home is my safe haven. I suffer from anxiety really bad anyway, but it was the first time going away properly.”

The trio claimed that the cost of their accommodation was ‘nearly £300’ and they say they have not received any compensation since contacting the hotel about their disappointment.

Natalie said: “As we arrived, it didn’t look anything like the photos online.”

She said that the hotel was covered in ‘scaffolding’ and had ‘paint coming off the walls’ as they went to check-in.

Entering the hotel from the disabled entrance, Natalie photographed what she believed to be ‘faeces’ on the door.

Natalie photographed faeces on the door of the disabled entrance.

Natalie said: “I used the disabled door so that’s what I saw at my height, surely people had seen it, I’m not sure if they hadn’t cleaned up and I was going in and I went back out.”

She also pointed out a pillow that had been left for their use that was said to have a ‘stain that looked like urine’ on the back.

As a wheelchair user, Natalie felt that The Norbreck didn’t cater for her.

‘The rooms were tiny, it was pathetic,’ she said, ‘I literally squeezed my wheelchair in and that was it. My son had to move the furniture around, I had to get out of the wheelchair and sit so they could move the table and chair so I had room to maneuver.’

She said her experience was ‘silly’ and as there was ‘only one’ exit for her to leave from, claiming she faced ‘missing’ concrete in the disabled ramp which meant going down it was ‘bumpy’.

A pillow that had been left for their use that was said to have a ‘stain that looked like urine’ on the back. 

The trio also claimed they could not use the bath in their hotel room due to paint that was ‘stripping’ from the walls and ‘floating’ in the bath water.

‘It was the worst hotel I’ve ever stayed in,’ Natalie said, ‘I’ve stayed in some hotels but nothing like that, but I’d never go back. I love Blackpool, I really do, and it was the first time I had been back since I was a child.’

The Norbreck Castle Hotel is owned by Britannia. They did not respond to a request for comment.

Scott Benton MP for Blackpool South previously urged hotels to get behind an opt-in accreditation scheme put in place by VisitBlackpool.

He told LancsLive: “Unfortunately there are a number of providers which continue to let Blackpool down which doesn’t just reflect poorly on those hotels and chains but on the resort as a whole.”

“I would plead with them to take every step they possibly can to invest in these hotels.”