LancsLive visited Britannia Hotels’ head office in Manchester to ask why they have failed to comment about customer complaints
Bosses at Britannia Hotels have explained why they have failed to respond to requests for comment about customer complaints and concerns about hundreds of asylum seekers being housed in their hotels.
Over the last few months a number of reports have been published by LancsLive regarding a number of hotels owned by the group.
Last month hundreds of asylum seekers moved into the Metropole on Blackpool’s Promenade despite concerns being raised by Blackpool Council and the police and fire service.
Council leader Lynn Williams said it was “wholly inappropriate” for vulnerable people to be housed in a high profile tourist location while Blackpool MPs Scott Benton and Paul Maynard both see the move as damaging to Blackpool.
Britannia Hotels also owns Pontins in Southport which has been the subject of a number of customer complaints and negative reviews relating to hygiene and cleanliness. One mum who visited in August claimed the resort amounted to a “dystopian world of hell”.
LancsLive has consistently approached Britannia Hotels for comment when reporting on its hotels but the Manchester-based company has repeatedly refused to respond.
We visited the head office of Britannia Hotels in Hale Road, Altrincham, to find out why.
Britannia Hotels is based in a Grade II* property known as Halecroft which was built in 1890. The property is set back from the road and shielded by a number of large trees.
When we entered the property a member of staff came to speak to us. We explained who we were and why we were there and we pointed out that Britannia Hotels often don’t even state that they do not wish to comment.
“We have sent some comments out to the media,” they said. “We have a lot of hotels and we get a lot of good press too.”
We then highlighted that we have rarely, if ever, received any comment from Britannia Hotels.
“If we say we won’t be commenting then reporters sometimes twist things and say we declined to comment,” the manager replied.
“We always reply to our customers when they contact us.”
The employee also said that it was not always their decision whether to reply to request for comment.
We then left full contact details and requested they be passed on to the directors of the company.