Britannia Hotels Ltd
Reviews and Complaints

I stayed for 1 night on the 3rd Sep 2022 at the Adamton Hotel in Prestwick and it was an absolute Hovel my Horses stable is cleaner. Yes I paid for a basic room as that’s all that was available because I had my Dog with me.

Curtains hanging of the wall, pubic hair in the bath, water sprinkler in ceiling or possibly smoke alarm covered with a plastic bag and everywhere smelt damp. Outside the corridors filthy and cleaning items left outside for guests to walk around the linen cupboard door wide open and the bed linen which I presume is for the rooms was just a huge pile dumped on floor.

Bins overflowing, empty or half full glasses all over the walls outside, all this you have to walk past to get to the accomodation.

I paid for Dinner…. it took 3 attempts to get someone to ask if I could have it in my room as my Dog wasn’t allowed in the building it was not acceptable for a stranger to sit with him in the room as he’s nervous. Reception staff useless just shrugged their shoulders in the end a Housekeeping staff walked me to the back exits and handed me my dinner, uncovered in the pouring rain and it resembled slop! I didn’t even bother with Breakfast…again paid for. How can any of this be acceptable? Why are no checks being done on disgraceful Hotels like this? Would love the Owner/CEO of Britannia to stay there?

I would have been better saving my £73 and sleeping in the car…absolute [censored]hole!

Miss M. Rhodes

I stopped at The Adamton Hotel in Prestwick on 11th and 12th August for 2 nights with my family. We had two rooms with breakfast: Room 1 for 2 adults and Room 2 for 2 adults and a dog.

As soon as we checked in room 2, my daughter had to make a complaint about the room. The carpet hadn’t been hoovered and was dirt and full of bits. The soap dish was full of soap scum and hadn’t been cleaned, it just had a new soap put on top of the scum. My daughter also asked for another pillow. The receptionist said the room would be cleaned. It never was. She also said there were no more pillows in the hotel. My daughter and I highlighted the state of the room 3 times and nothing was done

We had asked before we came if there was a vegetarian/vegan option for breakfast and was ensured there was. When we asked the waitresses they said there wasn’t.

On both days there were really large queues for breakfast, I understand there were 6 coachs in at one time. On the second day, the toasters had broken, and lots of breakfast items had run out so my daughter ended up with just cereal for a breakfast that cost £12 The orange juice ran out within an hour and all the tables were full of dirty crockery. The waitress just couldn’t keep up.

We were going to stop an extra night, but we’re glad to check out after two.

I went to tell reception about our bad experience and to ask for a refund for the breakfasts and at least one of the rooms. The duty manager wasn’t there but the chef was manning the desk. He couldn’t have been more helpful and understood and told us that the dirty room was not acceptable and said there was always vegetarian sausages for the guests if they asked, and the waitress should have known this.

He could sort out the refund but took notes of our complaint and said he would give them to the duty manager who would soon be back. As we checked out later, we saw the duty manager and said we appreciate you are really busy this morning, but we have put a complaint in and the chef had left it for her. Briefly outlined what it was and asked her to reply and sort out our refund as soon as she could. She said she would get back to us. We didn’t expect a four star hotel for the price, but we expected clean rooms, a good breakfast including vegetarian option and helpful staff who smiled occasionally but this was not the case.

It’s now nearly two weeks and I have not received an email or a telephone call.

I am now requesting a full refund of £304 by the end of august 2022 before I take this further.

IT IS NOW END OF SEPTEMBER WITH NO CONTACT FROM BRITANNIA AND NO RESPONSE TO ANY EMAILS OR CALLS.

Susan Henderson

9 winters lane

Long Bennington

Newark

Notts

Ng235dw

Name Joe Coleman - my wife and I stayed at the grand hotel in Scarborough as we have done many times in the past as well as when the family were young, and until, — of late -23 September to 25 September when my wife and I stayed, hoping to get a few nights of blissful sleep. We were put next to a lift [room 0421], and we did not complain that night because we assumed it would be sound proofed in our room of 0421 on the fourth floor. When we came back from a night out in Scarborough around 11pm all we could hear was the lift coming up and down to the point of distracting us from our sleep, and it went on all night long until we managed to get a few hours sleep before the lift started up again and daylight was up on us. Having no phone in our room I had to wait to tell the people at the desk, but they were too busy to speak to me about it, so we tolerated another night of the noisy lift. When we were leaving, I complained to the manager and staff and all they did was apologize about our lack of sleep and said we should have told them earlier, which I thought was rude and sarcastic. They should have warned us about the lift in the first place.

To whom it may concern.

I had the displeasure of being a guest in your Scarborough hotel 10.09.2002. We booked through booking.com, (confirmation number [protected]) for the bargain price of £39.

We didn't mind queuing for 25 minutes to check in. We didn't mind paying an extra £10 for the dog when we'd been advised that there would be no extra charge for her. We didn't even mind being on floor -2 room 2002.

The room was very spacious and clean and we thought fab.

The problems started when I went to the bathroom to empty my bowel and realised to my horror that the toilet wouldn't flush. I was absolutely mortified and my friend was so embarrassed too. Imagine my horror having to tell my friend the situation...

She decided to go upstairs to use the toilets in reception whilst I filled the kettle several times to clear the toilet.

My friend was gone for a considerable length of time and I couldn't call her as I had no mobile reception on -2. When she eventually returned very out of breath she informed me that the lift was broken and she'd been rushing around a rabbit Warren trying to find a toilet.

We went back upstairs to report the issues and the queue for reception was longer than the queue for the bar. 

We approached a member of staff and informed him of the issues which he said he'd "get it sorted"...

We had no flushing toilet or working lift for the remainder of our stay.

This is not acceptable. 1 lift for all the minus rooms and no working toilet!. This is totally unacceptable and shocking.

I look forward to a response on this matter.

Miss Julia Grimes

Hi, I am writing to complain about our overnight stay at the Brittania Hotel in Edinburgh. We stayed 31st August and departed 1st Sept. This was supposed to be a birthday treat for my 15 year old daughter. We experienced the following issues:

The room had no windows

The shower head was covered in mould

The room was smelly and damp

The cleaners had left cleaning spray residue on the tables but not bothered to wipe them down, I did it instead

The walls were scratched with paintwork in poor condition

There was no soap in the bathroom

There was mould in the bathroom and bedroom

The sink was so small you could not fit the kettle under the tap to fill it with water

The beds were hard and lumpy with springs sticking out

There was no Internet in the room

The outside of the hotel looked derelict

Thankfully we did not book breakfast and left as early as possible in the morning. As check-in was at 4pm and with a long queue and only one member of staff working on reception; we did not have time to ask for another room as we had tickets booked in town for a tour and the hotel is not situated in the centre of town. So we had to rush out to get to the tour in time. The hotel was so revolting that it spoiled my daughter's birthday trip to Edinburgh. She did not want to come back to the hotel and neither did I. I felt we might catch some awful disease. I am sure if it was inspected by health and safety it would be closed down. We have just had lock down for 2 years due to covid, surely standards should be better than this?

Please could you pass this email on to your manager and CEO. The hotel is atrocious and should be closed down and refurbished. It is daylight robbery to charge for rooms in these conditions. I spoke to other people staying there and they had filthy rooms too.

I look forward to hearing from you soon. Kind regards Judi Collin

Reference number for our stay

[protected]

[protected]

Date 27/8/2022

One double room and one family room.

This night away was booked to spend time with family for my birthday.

We arrived at the hotel and queued 45 mins to check in at approx 2pm. We were given our keys and told our rooms would not be ready until 4pm so we went and spent some time on the beach. When we arrived back to our rooms at 4:45 we entered the rooms to find they had not been cleaned and we're still disgustingly dirty. The family room had a ash tray in full of cigarette buts and stunk of smoke. We later realised that this room

was in fact a smoking room which was not notified to us at the time of booking. My son has asthma and there would be no way I would let him spend a night in a smoking room.

I went down to reception to complain as we had a family meal booked for 6pm in a restaurant near by with 10 other family members some of which had travelled some time to be with us. There was a huge queue of people checking in and others complaining about the same issue. I was told it would be 45 mins and both rooms would be cleaned and given a complementary drink in the bar. At this point I knew I was going to miss my birthday meal and started to panic. We had been down the beach all day and needed to shower and freshen up before attending our meal.

When we returned to the room 45 mins later the cleaning had not even started and the rooms were still disgustingly dirty.

I had no option but to not attend my own birthday meal and tell my family to start without us. We finally got in our room around 7pm. Even after the rooms had been cleaned one of our beds had bed bugs which we have a picture as proof. This was in my mother in laws bed and she had to come in our room during the night because of this.

My little boy was coughing for most of the night and has not been unwell since due to the room stinking of smoke.

We also found out later that night other people who’s rooms who had also not been cleaned were moved immediately to a cleaned room. This was something we were told was not possible as the hotel was full.

The next morning at 10:10am when we were getting ready to leave the cleaners knocked at our door to clean the room which we actually couldn’t believe considering we didn’t even get home in our room until 7pm, we were being kicked out bang on check out time.

I really wish for this complaint to be taken seriously and to be offered some form of resolution. This night which we looked forward too for some time turned out to very very very distressing and a complete waste of time and money.

I look forward to your response.

[protected]

Anna.[protected]@hotmail.co.uk

GENERAL ENQUIRY

First Name: bernice

Last Name: amos

Email Address: [protected]@hotmail.com

Contact Number: [protected]

Booking Reference:

Hotel: Adamton Country House

Enquiry Type: general

Subject: refund

Message: Good morning I am writing with regards to my stay on Saturday 27th August . Unfortunately I did not read the reviews as this was a last minute booking . Our room Carpet was filthy bathroom tap ran all the time bedside light smashed ceiling peeling off drawers filthy I asked for a change of room and was told that this was all that was available . walking to the room was disgusting All the carpets are filthy walls with paint stripping off carpets with threads ripping off ceilings falling of all areas filthy windows filthy stains everywhere Along with this it did come to my attention that this hotel is being used as accommodation for hosting the people who have no fixed homes . Either asylum seekers or DHSS . This hotel can be used for whatever purpose your company see fit to do so, but I as a paying customer on a short break do not want to share it with the homeless . Weather this is a budget room or not it should meet the basic standards of a 3*hotel and this does not . I look forward to your reply Kind regards Bernice Amos

Myself and two friends booked a weekend away at one of your holiday parks Pontins Camber Sands.

There were 12 of us in total with a disabled child who is a wheelchair user and a baby.

Where can I start when we arrived we entered the main gate where we had a form shoved at us which we were told to fill out and take to main reception. No guidance to where main reception was or even being given a pen.

We drive around the park looking for the main reception. While driving around we were greeted with rubbish everywhere, duvets thrown in the road it looked like a rubbish dump.

We found main reception I joined a que and before I reached the front a security guard approached me to ask if I was booking in. He then huffed at me because I hadn’t filled in the form because I had no pen. He went off and got me a pen I filled it out and he took it. He came back with a key and a map and directed me to where I was staying.

I drive round to where my chalet was and was greeted by drunk men arguing near by rubbish strewn everywhere. I entered the chalet which had an odd smell. The floor was filthy but the chalet wasn’t to bad. My friends went round to there chalets to find glass smashed all over the path outside on the floor. [censored] butts everywhere, the chalet door wouldn’t lock and the the chalet was very dirty.

At this point we were debating leaving immediately but decided to stay for a night and then take it from there.

I then realised that I had no sheets duvet covers or pillow cases. I went back to reception to ask for these items which I was given. When I opened the bedding it was damp inside and there was mould growing on it.

We went to get something to eat as we were all hungry but we’re told by a member of staff that there was only one food place open. We joined a queen to be told that it was at least an hour and a half wait for just chips. There was one person working who was wearing a life guide uniform,

We then had to leave the park to go and get fish and chips at 9pm with 6 small children.

We returned to the park and decided to call it a night. There were parties going on in a lot of the cabins. Very loud music people shouting kids running around and arguing. This went on till at least 1am. My friend called the emergency number on the back of the key a few times but no one answered.

The following morning I left the park for a day out with my children as t didn’t want to stay.

My friends took there children swimming. The pool is a health hazard. It is cloudy has a slimy feel to it. There was hair and dirty plasters floating around and it was stinging peoples eyes.

When they had finished swimming they returned to there chalets and then were greeted with a man assaulting his partner. There were people all around drinking shouting and arguing. At this point we decided as we were in fear for our lives we were packing and leaving.

On checking out 2 days early we were not asked why no one seemed to care. We all filled out a customer resolution form and was told to email a complaint.

This holiday park is a dangerous place to be for many reasons it is not clean.

I have reported the swimming pool to the environmental health department and the food and drink areas as well.

This place is my opinion needs to be shut down and have a lot of money on it to get it to even a reasonable standard.

I understand that it is a cheap holiday but there are certain standards that by law must be met and they were not.

The park is clearly understaffed and it appears that when you enter it is at your own risk.

I look forward to your response.

SENT TO HOTEL:

I would like to make a complaint about your facilities and staff at the Basingstoke Country Hotel and Spa. My holiday started on Sunday the 24th July by arriving at the mentioned hotel with my partner. On the first evening our room was flooded by water coming from the adjacent room. No member of staff came to see us or provide any explanation about the flood. In the morning we told reception that know one had been to see us about cleaning our room or to move us. We said that we were going out for the day so could the room be cleaned. When we arrived back later to our room the smell was horrendous and the room had not been cleaned. We went back to reception where we spoke to another member of staff who had no clue what we were talking about. Eventually we got moved to another room. On Tuesday we were woken up by maintenance men hammering and drilling along the corridor aswell as knocking on doors along the corridor trying to access rooms. When they knocked on the door they asked to come in as they needed measurements of the shower room. Surely this didn't need to be done whilst we were still in bed. That morning on our way out we asked at reception if we could have clean towels and sheets when the cleaners came round and was told that cleaners are not going into rooms due to covid restrictions and that we needed to bring our towels and sheets down to reception and they would give us new ones we also had NO bath plug so asked for one which was noted by the reception and we was told they would sort it out. There were no other covid restrictions in place at the hotel. On Thursday we woke up and went to have a shower and all the water had been turned that meant we couldn't wash or anything. We had used the toilet and couldn't flush it either. When we went to see reception we were told that the water was switched off and it would be off until 4pm that day. We were not told about any of this. We asked about freshening up and was directed to the swimming pool area. So we went across to the pool area and said that we have been sent to you to use the showers the lady there had no idea what we were talking about. We both ended up having to go into the ladies changing area to have a shower. We then took our towels again to reception where we were told not to bring our towels now just leave them outside your room door and the cleaners will take the dirty ones away and replace with new ones. We asked again about the bath plug. So we put our dirty linen outside the door went out for the day and came back late on the night to NO clean towels so had to go back to reception for clean ones once again. Friday we woken again with contractors in the hall way. We finally got our plug 3 days late. And to top everything on our last full day on the Monday we were woken by a team of scaffolds outside our window at 8am. This team started to erect a full set of scaffolds and walking boards right outside our window at one stage a pole hit the window. By 9am the noise was unbearable and we had to get up by now my partner opened the curtains to be met by a scaffolder outside our window. When my partner went down to reception to complain she wa told to just shut the curtains.

Our 9 night stay was appalling from day one. The staff changed every day and there was no customer service at all. We wanted to spend most of the time at the facility but were forced to go out more than we wanted to due to the hotel being like a building site. I am asking for a full refund due to my holiday being ruined and never once was we informed of any things going on at the hotel.

I wait to here your response before I take this matter further. I also have pictures and pictures of health and safety issues we found around the hotel.

Kathleen, you have emailed the wrong Britannia. Sorry

We are a financial services firm and have connection with any hotel group.

Dominic C Bacon​

General Counsel ‑ Legal

Britannia Global Investments

Britannia Global Investments Limited

: Level 29, 52 Lime Street, London, EC3M 7AF, United Kingdom

: [protected]@britannia.com

: +[protected]

:

+[protected]

:

www.britannia.com/gi

At Britannia we work flexibly so whilst it suits me to email you now, I do not expect a response outside of your working hours.

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I am writing to complain about our stay last weekend 19th to 21st August at the Scarisbrick Hotel, Southport.

It was appalling , the worst I have ever ever experienced

I list the issues below.

I request a refund

Price - we were charged £378 for two nights for two people for a "superior" twin room when we discovered others had been charged - £35 a night for the same

Wrong description of room not superior or luxury as in photos and description . Lights ripped and hanging off, curtains stale and hanging off, nails, screws curtain hooks left on the bedroom carpet. notices not to leave valuables in the room

Room very poor standards.Ripped bedding, Bathroom small and cramped , has to wait 10 minutes for hot water each time. Half used toilet rolls. Only one towel in bathroom for two people and when we asked for more they were left on the dirty, in hoovered floor outside our room

No WiFi only on ground floor and one guest was an international guest and relied on WiFi

Whilst we were out for the day Someone had entered our room and moved bed for unknown reason, which was very scary and the Bathroom smelt of cigarettes following this

Unable to sleep due to people on drugs shouting and drinking until 4am in front of hotel, swearing and fighting This hotel resembled a halfway house,

Fry up cornflakes or rice crispies for breakfast no continental option's, or healthy options available unable to consume

Communal areas filthy and smelt of stale urine

Person on reception on our departure was helpful and apologetic and gave details of complaint dept, unlike person on our arrival who greeted us with suspicion and distain and very unapproachable

This was supposed to be a Nostalgic visit after 40 yrs of my grandparents competing in Southport flower show. The Scarasbrick is one of the oldest most famous hotels in the area a used to command a high reputation. I cried when I went in and so so disappointed

No complimentary toiletries, half used , poor quality for an all edged superior room

very disappointed and will never stay again

Came prepared to use the facilities like the pool but informed everything was closed

The bar attracted drunks and people off the streets with alledged numerous signs for prostitues and thieves . Not an area to have a lovely evening drink

Dear Britannia Hotels

I am writing to you because I would like to make a formal complaint of several different things whilst my stay at the Britannia Hotel, 69 Belford Road, Edinburgh, EH4 3DG on 16th and 17th of August 2022. Both my Colleague Mr Chris Grieve and I booked two rooms at a cost of £298 for both nights. I Mr Morley booked an adapted room (Number 15) because I am a wheelchair user and unable to walk. My first complaint is the shower room. On the first morning, I took a shower and whilst I was showering, the water would not go down the hole. This was because it was full of dirt and hair and the water from the drain was dirty and this went all over my feet. I did not shower the next day and I have taken pictures of the drain. My second complaint is the disgusting mess outside the main door near the reception area. The amount of cigarettes ends, matches, rubbish, food and empty alcohol bottles was unbelievable. In addition, the bin cover was not on top of the sliver inner bin and left in front of the ticket machine with dirty wet tissue paper all around this. This is not an ideal situation for someone in a wheelchair and a real lack of health, safety and hygiene for anyone. I have a video of this area. My third complaint is the parking. On arrival I noticed there is was around 8 parking spaces at the main reception with more situated in the underground parking and at the rear of the building. For a hotel of this capacity, one wheelchair space is clearly not enough and the other two car parks are situated on a hill, which is very steep and difficult to push up and down. If it were not for my colleague, I would not have managed the hills alone. On the evening of the 17th when we returned back to the hotel there was no car park spaces available and we were told by the receptionist to park our car on the double yellow lines at the side of the building and to display my Blue Badge and that it will be OK there overnight. However, this was not the case and I received a £60 parking fine. I spoke to the morning receptionist who said she could not help but only advised me to write to either you or the council and to explain the situation. This hotel is not ideal for a wheelchair user and should be clearly explained on the website or be advised when we booked this with your head office. Due to the things identified above, I am asking for a full refund for both my colleague and I and for you to pay the £30 for the parking ticket, which needs to be paid within 14 days. So because of this I would like a reply within 7 days or I will be taking this matter further and seek legal advice.

Regards

We arrived on Friday 5th August at the Adamton. On getting into our room we were met with a room that had not been cleaned as you would expect on arriving. The room was dirty the shower was broken and lay on the floor. The staff helped but there is only so much they could do. The hotel is in desperate need of an update. Food was not very appetising. On our last morning we got our cereal and found out that the milk was off. Cobwebs in quite a few places, peeling paint (damp areas). I took my son who is 28yrs old with hidden disabilities, the staff were all very nice and polite to him as well as myself. You would have an amazing place uf you just gave it some tlc. Really marred our trip. There were some foreign guests and all I could think was what do they think of British hospitality.

My complaint is about the above hotel, following a weekend stay for wedding. The description seemed to fit all our needs/requirements and facilities they offered. On arrival there were no issues and the guy who booked us in was extremely helpful though I did wonder why there was a security guy sitting in reception.

Entrance very clean, looked as if recently re-furbished but once in our room a very different matter. Dusty, smelt musty and in need of a extremely good clean as all surfaces sticky etc.

We had enquired about meal times and we went down 6.45pm to be greeted with permanent residents of which we had not idea about. I have no issues as understand they need to be housed somewhere. But this clearly impacted on our stay, the children were running around grabbing food, boxes with very little control from parent or staff couple this with on two working staff the control was " there was no control"

We sat down the was eventually informed it would be another 20/25 mins before we got served so you maybe better in the bar area. This we did only to find 1 lone barperson who was not only taking food orders, pouring drinks and delivering food to paying customers. We ordered but waited 40 mins and when food arrived certainly looked as if thrown on plate and not worth what we paid.

Breakfast Saturday was no better children adults wandering around grabbing food on two occasion with hands. I asked if anymore food was coming out 6 boiled eggs arrived. Given two meal experiences we did not have breakfast Sunday and left at 8.30am!

I feel given the cost of the room with breakfast was acceptable on booking the experience as a paying guest left something to be desired plus having to pay on top for parking, WIFI, Spa etc is extreme. The staff are under a huge amount of pressure and too few of them coupe this with I am not too sure who is running the hotel Resident Guests or staff and on several occasions I ended up asking the security guard a few questions as not staff behind reception, and they did not know the answer.

I look forward to our response and clearly expect a refund given the issues raised, sadly this hotel was recommended but certainly did not meet our expectations due to poor service and lack of service to paying guests.

: Hi we stayed at the royal clifton hotel this weekend from friday the 1st july 22 to.the 3rd july 22 we booked in for later checkout for the sunday has we wasnt getting picked up.till a bit later we was getting ready to go out for breakfast and the fire alarm went off , we all had to leave the hotel leaving all our belongings in our room the fire brigade came and we then seen them in our room from outside they was putting a hose pipe through our window to put a fire out in the room next door to our room , we stayedd in room 215 and the fire was in 216 we was on the car park for over an hour with no coats no belonging s has we wasnt allowed back in we would like to raise this complaint to get some kind off compensation due to us paying extra to.stay longer but had to wait on the carpark and due to the fire brigade intruding our room and our belongings also smoke damaged and for the inconvenience its caused thankyou hope to hear back soon thank you jennifer williams

Gosforth park hotel



booking reference [protected](booking.com)

25/06/22

Mobile number [protected]

My wife and myself have just stayed overnight (25/06/22) and was very dissatisfied with service we received. We arrived early morning to park up and drop luggage to check in later that day. Upon check in we asked about the restaurant availability and was told we would be ok turn up and get a table, went to our room dropped our bags and returned downstairs to the restaurant at about 8pm to be told there were no tables available that evening. We were disappointed but decided to back to the room and freshen up to order room service. We ordered room service and decided to have a shower when we noticed we had no towels. We called reception and asked for towels to be sent to the room we also ordered room service. After waiting the best part of 1hr no towels and no room service had turned up. We phoned reception and were told that room service had been to our room not once but twice and could you come and pick up your order, which my wife did, she was kept waiting for the order and was given 2 drinks to take to the room, due to the logistics of getting the drinks to the room she declined the drinks and just took the food, at this point she also reminded them that we still didn’t have any towels in the room, the reply was an apology and we will get them there soon. The food we got was 2 pizzas and 2 chips which was cold and cost £34. We also never received the towels until the following morning after another phone call requesting them, my wife used the in room hair drier to get herself dry the previous night. All in all we spent a wonderful day at races to then have it all spoiled by a very unpleasant evening at your hotel. Mr and Mrs Cook

Regards Mr T Cook

Miss Natalie Hunt

Natalie Hunt

Attachments

24 May 2022, 12:56

to res714

Hi,

I would like to make a complaint.

I booked the 2 rooms on 21 March 2022 along with parking for the duration of 4th May - to 19th May for 2 cars and a night stay on the 18th -19th may. Which I paid for on the day and the money left my partners account on the 23rd March.

When arriving at the hotel on the 4th May, we completed the booking in at the desk and was giving our parking ticket. We left for holiday, then returned at around 4am 19th May due to delayed flight. When arriving at the desk we were greeted with a rude man who told me the booking was not complete ad we had to complete the forms again and pay?, t

, we had 5 tired children in tow ranging from 12- 2yrs tired. I had to get our bank statement up to show him or he said he give us the room but the manager would wake us up at 7am because we may walk out, this is laughable, we could have drive away as we had already paid, is he thick or does he need more training the rudeness was unacceptable

After showing the statement finally agreed to give us the rooms. I told him there was 1 room with a 4 and 1 with a 5 people, he said that's not what he has. I showed him our confirmation and told him we paid late 10 fee for both rooms for late check out and one is to have a cot with the 5 people, he finally sorted it.

With that he handed over two key cards. I asked him which is which room, to my amazement he said he didn't know, so there we were trailing up and down two corridor's with 5 kids trying to figure out who sleeps where. Disgusting behaviour.

And to top it off there was no cot, what a surprise. We ended up with a 2 y old on the floor on a mattress. Never have we been treated so badly in a hotel as this.

We all got up and left by 9am because of the behaviour and the treatment received, we would not of stayed if we didn't have the kids due to this.

I want full refunds for both rooms or this is going to be taken further, we also have photos of the baby on the floor should you need to see them.

I want a response within 7 days or the Ombudsman and Citizen advice will be informed.

Confirmations below

Kind Regards

Natalie Hunt

Photos can be requested if you need them

Britannia Hotels No 2 Ltd t/as Europa Hotel

Registered Office - Halecroft; 253 Hale Road, Hale, Cheshire WA15 8RE

www.britanniahotels.com

Europa Hotel, Gatwick

Balcombe Road

Maidenbower

West Sussex RH10 7ZR

Tel: [protected]

Fax: [protected]

Email:[protected]@britanniahotels.com

Thank you for choosing to stay at Europa Hotel, Gatwick. Your booking reference is [protected].

Booking Summary:

21 March 2022

DATE OF ARRIVAL:

NAME: natlie hunt

DATE OF DEPARTURE:

NO. OF NIGHTS: 1

TYPE OF ROOM(S): 1 Family 4 Standard Room

NO. OF GUESTS: 2 Adults and 3 Children

RATE DESCRIPTION: Stay & Fly - 15 Day Parking Room Only

RATE INCLUSIVE OF: Accommodation, On Site Car Parking - 15 Days and incl. VAT

18/05/22

19/05/22

Dear natlie hunt

natlie hunt

Great Britain

AMOUNT PAID (£):

PAYMENT TYPE: Head Office Visa Debit

TOTAL STAY PRICE (£): 115.00

From:

Sent:

To:

Detail:

[protected]@gmail.com

21 March 2022

Booking Confirmation

Reservations

ADDITIONAL ITEMS: Additional Amendment Charge 10.00

Cot - free of charge 0.00

AMOUNT DUE (£): 115.00 BALANCE DUE DATE: 21/03/22

CANCELLATION POLICY: ()

Please note the check in time for this hotel is 15:00 and check out time is 10:00.

Should you wish to make any changes, a £15 amendment fee plus any difference in price for the new reservation will be charged.

Subject to availability at the time of amending the booking.

Thank you for choosing to stay with us. Please visit www.britanniahotels.com for more information.

Britannia Hotels No 2 Ltd t/as Europa Hotel

Registered Office - Halecroft; 253 Hale Road, Hale, Cheshire WA15 8RE

www.britanniahotels.com

Europa Hotel, Gatwick

Balcombe Road

Maidenbower

West Sussex RH10 7ZR

Tel: [protected]

Fax: [protected]

Email:[protected]@britanniahotels.com

Thank you for choosing to stay at Europa Hotel, Gatwick. Your booking reference is [protected].

Booking Summary:

21 March 2022

DATE OF ARRIVAL:

NAME: natlie hunt

DATE OF DEPARTURE:

NO. OF NIGHTS: 1

TYPE OF ROOM(S): 1 Family 4 Standard Room

NO. OF GUESTS: 2 Adults and 2 Children

RATE DESCRIPTION: Stay & Fly - 15 Day Parking Room Only

RATE INCLUSIVE OF: Accommodation, On Site Car Parking - 15 Days and incl. VAT

18/05/22

19/05/22

Dear natlie hunt

natlie hunt

Great Britain

AMOUNT PAID (£):

PAYMENT TYPE: Head Office Visa Debit

TOTAL STAY PRICE (£): 115.00

230.00

From:

Sent:

To:

Detail:

[protected]@gmail.com

21 March 2022

Booking Confirmation

Reservations

ADDITIONAL ITEMS: Additional Amendment Charge 10.00

AMOUNT DUE (£): 115.00 BALANCE DUE DATE: 21/03/22

CANCELLATION POLICY: ()

Please note the check in time for this hotel is 15:00 and check out time is 10:00.

Should you wish to make any changes, a £15 amendment fee plus any difference in price for the new reservation will be charged.

Subject to availability at the time of amending the booking.

Thank you for choosing to stay with us. Please visit www.britanniahotels.com for more information.

I paid £238.00 for a 4 night stay at your Hotel and spa in wilmslow. i was given room 216. The shower had no curtain and there wasn't any toilet roll. I asked at reception and they gave me 2 toilet rolls and a shower curtain to fit myself. On turning out the bed the sheets were stained and i noticed a couple of black dots on the bed, when i went to brush them off they "jumped" I complained again at reception and they gave me another room which was a honeymoon suite which was clean but when i went to use the toilet there was a used condom in the toilet bowl.This was all on the 13th June 2022. I left the hotel on 14th June 2022 after speaking to reception again asking for a refund, he gave me an Email address. I have Emailed them 3 times today but have not had a reply.I need the refund to pay for alternative accommodation.

Dear Sirs,

RE: Stay at the above hotel from 20th May to 27th May 2022

I do not know where to begin. On the night we actually checked in we were given room 112 for our 7 day stay. The room had dried vomit on the carpet and snot smeared all over the headboard, so your Covid cleanliness claims are instantly shot, the TV didn’t work and there were no coat hangers in the wardrobe. We did complain, but it was the weekend of the RAF reunion, so were told they couldn’t move us until Sunday.

We were moved to a much nicer room, but above the delivery back part of the hotel again and had to endure your foul mouthed staff slamming doors and general shouting well sometimes at almost midnight. And when no one had cleaned the room by midweek, we went to reception and were told would had to collect toilet rolls and tolls from reception. Would have been nice to know.

We paid for a carvery on the Sunday, and was brought out a plate of the chef’s choosing because there wasn’t enough people booked in to open the carvery. My husband doesn’t eat vegetables but had a plate piled high of them to fob us off. Also all of the bar opening times were altered in accordance with how many people were currently booked in.

I also detailed on checking out that there were two girls staying there who were soliciting. I gave the CCTV times, for when I heard that they were staying there for the purposes of robbery and prostitution.

I have been asked to give a review on this hotel, but other than the friendliness of the staff, I think the entire week was a comedy of errors. I await your comments.

Kind Regards

Jane Moore

Dear Britannia, I feel it would be inappropriate not to raise my disappointment as shared with trip advisor without sharing with you.

Having just returned from a weekend at the Bath Royal & Spa Bournemouth, which was marketed as a B&B Dinner special, travelling down from Bristol. Our initial impression was the current queen's - deceased mother may have been impressed during her time, with the exception of Lounge bar the hotel is witnessing the need for regeneration and investment.

The hotel seemed like an overspill from Battersea dogs home, with the amount of dogs present in the public rooms.

During booking which we did through Britannia hotels direct, as they stated they would provide a standard room with windows - and stated if we went via Booking.com they were merely offering the same package in a standard room without windows! (seems hard to believe in 2022!)

Upon entering our allocated guest room 41, which we were given as I entered with a walking stick following a recent knee operation located directly behind reception. Disappointingly the room was very dated, in bad condition, windows sealed with paint so no ventilation, door lock had been forced at sometime and repaired very badly, toilet failed to function as did taps in Bath, note in room stating taps inoperable due to hotel plumbing issues, fan in bathroom made horrific noise. internal door in room which we were informed entered onto a balcony was in fact an adjoining door to the next room, with no secure lock and in very poor state, carpet was threadbare, all in all this room should not have been allocated to any resident, wardrobe and bedside tables were also in poor state of repair. Bed had hairs I which we unsure of human or dogs!

The evening dinning experience was very poor with one staff taking your room number and directing you to sit wherever you want and help yourself from open food counter, food very poor quality, breakfast was not significantly better.

Had we had not paid as requested upon checking in we would have cancelled our booking and looked elsewhere, we are not fussy and to be perfectly honest this is the very first time we have put pen to paper, however having complained at the hotel only to be told sorry the room is not clean and in poor state of repair - I will inform housekeeping, nothing was done, neither was our room cleaned or tea cups changed and tea making provisions replaced over the two nights - three days - very disappointing, Second night with little option we chose to eat out.

Bournemouth is a beautiful place however, Royal bath greatly failed to live up to its marketing and for sure we will jot be retuning to this hotel again!

Finally during booking there was no mention of plumbing issues or was there any reference to securing a room free from pets safeguarding persons with animal allergies. The seats in our room was unclean and as such we could not sit in them!

Yours sincerely

Mr & Mrs D Brittain

My son bought my husband and I a Red Letter Day voucher for Christmas and we booked The Grand Hotel, Scarborough with the voucher for 19th May and my husband personally paid for an upgrade at the Hotel. Unfortunately my husbands brother died and his funeral has coincided with this date so I telephoned the Hotel to ask if we could change the booking. As it was a voucher they said they were unable to help.

On contacting Red Letter Day, they contacted the Hotel who refused to cancel the booking and refused to refund the personally paid upgrade. Red Letter Day have refunded the voucher amount due to the unforeseen bereavement but cannot help with the personally paid upgrade.

Neither my son nor my husband has money to throw away and on top of this very sad time it has not helped to be treated in this way. Is there any way the upgrade amount can be refunded to try and help lighten the load?

[protected]@aol.com