Guest finds ‘wet curry stain’ at Blackpool hotel after checking in

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Gemma Thompson is still waiting to receive refund from Norbreck Hotel a year after her ‘awful’ stay

 

Norbreck Castle Hotel in Blackpool
Norbreck Castle Hotel in Blackpool (Image: Google)

A woman who found curry spilled on the floor of her Norbreck Castle Hotel room says she is yet to receive any compensation for her ‘awful’ stay, one year after she spent the weekend there.

Gemma Thompson, 37, is an occupational therapist from Salford. She visited the Norbreck Castle Hotel on August 15 last year after deciding last minute to join her son and partner on a weekend break with their younger son, aged 2 at the time.

The hotel has previously been under scrutiny after a number of different accounts from guests who have reported fleeing in the night and finding ‘blood on the walls’.

Others reportedly cut their holiday ‘four days short’ and more recently, another guest claimed her family holiday was ‘ruined’ after the hotel failed to cater to her needs as a wheelchair user.

When Gemma arrived she said she noted a ‘strong overpowering smell of curry’ in the room, before noticing a ‘fresh wet stain’ that had been left on the carpet by the bed.

In emails seens by LancsLive, Gemma requested compensation, and after asking for confirmation of the email, said she only heard it was ‘being looked into’ but has not received any rebate for her stay that cost £250.

Gemma told LancsLive: “We got into our room and as I opened the door, the curry hit me, but after so long it became overpowering. Straight away, right by where you would put your feet in the morning, there was a stain from where previous guests must have spilt it. They’d obviously tried to clean it up, but it was still stained and there were bits on it.”

By the kettle, Gemma claimed there was ‘oil’ from the curry which had not been cleaned either.

“I thought it would be resolved straight away,” she said, “I didn’t expect it to go on this far. I expected it to be cleaned the first time round, but it never worked like that.”

Gemma said she reported the issue to staff, including an issue with urine being left around the toilet, and left the room for ‘a couple of hours’ so that it could be cleaned.

But when the family returned, Gemma said the issue remained unresolved.

The 'curry stain' was said to be left unresolved throughout Gemma's stay.
The ‘curry stain’ was said to be left unresolved throughout Gemma’s stay.

The family were then set to go out for dinner and said they reported the incident for the second time. A member of staff was said to have apologised and assured Gemma it would be resolved by time they returned from dinner.

After dinner, Gemma said they simply had to ‘persevere’.

She claims she reported the issue to reception again, and was assured that all complaints were noted in a management book so that managers would be aware of her experience.

Gemma said: “I thought ‘that’s pretty good’, because then there is evidence that I’ve had a bad experience.”

Gemma had stayed at the hotel once before in a last-minute stay with a friend and her older son, around 18 months prior to her second visit.

The hallway of the Norbreck Castle Hotel in Blackpool
The hallway of the Norbreck Castle Hotel in Blackpool (Image: LancsLive)

She added: “I’ve given long enough for them to acknowledge my concerns, have the decency other than an automated email to address what I was saying. I see other stories in relation to the poor standards, and it’s even more reason they should be responding to people, it isn’t fair that we should have to go this extra step to get my money back for the horrendous night I had.”

Gemma had requested compensation for her room only, not the rooms her boyfriend and family friends had occupied, costing £250 for two nights in August.

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