The owner of the hotel has said they “cannot accept” the remarks about cleanliness
The owner of a Blackpool hotel has responded to a review left by a guest on TripAdvisor, claiming that there were crumbs in the bed and the shower was too hot.
Blackpool hotel owners are not shy of responding to public reviews about their premises when they feel they do not represent them fairly.
Recently, the owner of Peek-a-Booze, Cybil DuVaux, responded to a customer who claimed they had to wait for six minutes before getting a seat in their bar and explained that after a “year and a bit of no hospitality” they would not tolerate the behaviour alleged of their staff in the one-star review.
Now, the owner of Pelham Lodge in Blackpool has defended his own five-star accommodation after a guest left a ‘terrible’ review on the site.
Pelham Lodge is rated as #4 of 215 Specialty Lodging in Blackpool and is located on General Street.
The accommodation hosts 15 en-suite bedrooms in the heart of Blackpool. 655 of its 728 reviews left by previous guests rate the Lodge as ‘excellent’ and it has a Travellers’ Choice award.
One guest, Susan W, left a 5-star review just last Sunday (November 7).
Susan said the accommodation was “brilliant” and wrote: “Fantastic gem of a B&B in Blackpool. Great location for the promenade and central attractions. Room was spotlessly clean, good sized double with en-suite. Breakfast was fantastic and the staff couldn’t have been more helpful.
“We didn’t manage to get one of the limited free parking places but lots of nearby on street parking also available.”
Another guest, Amy M, left a review last Wednesday and said Pelham Lodge is a “lovely place to stay”.
She wrote: “We spent a week here over the half term staff were lovely very helpful and polite. Rooms were clean and well stocked with everything we needed was available. Martin the owner was very attentive made time to speak to us every morning breakfast was lovely we went for the later setting as having all the kids made it easier for us he would make the kids ballons etc which went down a treat with the kids.
“Couldn’t ask for a nicer place to stay they also provided discount cards which helped as a family of 10 travelling together eating out was expensive would definitely recommend.”
Pelham Lodge has only two ‘terrible’ reviews, with one of the two dating back to 2018.
The second was left by user Kelly G who stayed at the Lodge in September, this year.
Kelly described her third stay at the hotel as “awful” and rated it as one-star.
She wrote: “I have stayed in this hotel twice before returning for my third time at the start of September. Something just felt very off on this occasion, we parked on the car park which was very small but we needed somewhere close as having a small child and luggage its quite awkward.
“We were then told to leave our car keys with the hotel owner if we wanted to park there in case he needs to move any cars which obviously is awkward and strange. If we needed our pushchair or anything else out of the car we wouldn’t have been able to get them.”
Kelly said she was “unhappy” with the cleanliness of the room and claimed there was “so much dust or mould behind the bed and on the duvet cover. There were crumbs on the top of the bed and inside the bed”.
Kelly then added that the shower was “very hot” and the temperature “wouldn’t cool down”. It meant that after visiting the beach, she could not shower her son.
She added: “The water was even too hot for me and my partner to shower so we were certain about booking somewhere else so at least we could all wash.”
Kelly said she booked another hotel for the night and asked for a refund, but claimed she “had to wait until 9:45 till the owner was back in the hotel”.
She added: “He even wanted to inspect the rooms before issuing the refund.”
Kelly said her third experience at the Lodge was “awful” and made her “first day” in Blackpool “very stressful” due to worries raised over the car and whether or not they would be able to shower.
She added: “I won’t be returning here as I felt like an inconvenience to the owner when the family room (room 12) was costing £78 we were expecting it to be a better standard. Very over priced for the services and will not be recommending this hotel anymore.”
The owner of Pelham Lodge, Martin, responded to the review on September 6.
Martin wrote: “Hi Kelly, I am disappointed that we did not live up to your expectation on your third visit. It appeared that your partner was very unhappy with the car park facility we offer on a first-come basis free of charge to our guests. We have always asked guests whose car blocks other cars to leave their keys with us or to be able to move the vehicle quickly if required. It is not an obligation to park in our car park.”
Martin clarified that there are “several” council car parks near the premises, with free parking also available on nearby roads.
He added that they have “always helped guests” find alternative parking where necessary.
Martin continued: “All my staff do a thorough job of cleaning, and all were most upset by your remarks. The beds had been freshly made that same morning; all the sheets, pillowcases, duvet cover had been changed. I put to you when you showed me the biscuit crumbs and what looked like a plant bud in the newly made bed that you had visibly used the bed during the day. That is why I cannot accept your remarks and saying that there was dust everywhere.”
Martin said he does accept the claims raised about the heat of the shower. He added: “And I do apologise for it. It is a pity you did not tell us about the problem when it happened. We always say to let us know when there is an issue. We quickly fixed it. I did not quibble over the refund as guests have to be satisfied.”
“I feel that your remark regarding the room cost was not called for,” he said, “especially since you have been with us before and we have not changed our prices for the past two years.
“All our reviews show that we do try our best to keep high standards, and we go out of our way with the Covid situation to make our guests feel comfortable and at home. I am sorry that on this occasion we did not meet your expectation.”