Below is an email complaint that I sent to the hotel. The response I have received so far has basically offered me to pay again for another stay at a discounted rate. The general manager clearly hasn't listened to my concerns. I have asked for a full refund and am already in contact with my solicitor with a view to take legal action where I will claim costs and damages in addition to the refund of the room. Please do not visit this hotel it is simply awful.
Savoy Blackpool hotel
I booked to stay at your hotel for 4 nights between 8th October 2012 and 12 October 2012.
We were especially excited as we were taking our mother for the first time to visit Blackpool and to see the bright lights. Unfortunately our holiday experience was way below our expectations thanks to your hotel.
We had raised our concerns prior to staying at your hotel after reading reviews via TripAdvisor. We were reassured that the reviews were not an accurate reflection and that you would make sure that the rooms would meet your high standards. As per your website "The Savoy hotel Blackpool has 145 beautifully decorated Bedrooms", this was certainly unfounded with our rooms when we visited the hotel.
When we first arrived at the hotel we were on the fourth floor, the lift only accommodated us to the third floor and we had to carry our luggage up a set of stairs. When using the handrail, it was sticky and dirty, not a great first impression. Our Mother entered her room first only to be hit by the cold draft through the whole room. When we tried to put the heating on, it didn't seem to work. We then went to our double room and fortunately our heating was working. However instead we were greeted by mould growing round the window, window sill and on the net curtains. There was tea left in the tea pot, and rings where the cups have been on the saucers. We then turned our attention to the bathroom and it got considerably worse, The door of the shower was broken, there was mould round the shower and there was a hole in the wall. (Please see photos attached)
As you can imagine we were not best pleased. We raised our concerns with the hotel management as soon as we had left the rooms on the Monday. It took two days for my mother to be moved to another hotel room (after two broken heaters were given to her on the Tuesday). We reported our shower problem and that also took two days to be fixed, then only for the door to fall off again! Therefore we were unable to have a shower in our hotel room for the duration of our stay. We wouldn't be able to use the fixture an fittings in the bathroom anyhow as they were falling off the wall (as per our photos).
Throughout the week we voiced our concerns about the cleanliness of the rooms to your staff. The staff were unhelpful, rude and were not taking our concerns seriously. An example was when in the dining room for breakfast. We noticed that the tea dispensers (hot water) was not turned on, the water was luke warm at best. I asked a member of staff to look at the hot water dispenser or to bring over some hot water for me. The member of staff said there was nothing wrong with the dispenser and offered no solution. It was very frustrating, as it added to the overall bad experience of the hotel. The food was also below par and the selection was poor.
Another example of the poor service was the chambermaid service. Looking past the poor cleanliness, when the room was "cleaned" they used my mother's flannel to wipe the bathroom down! It was dirty and black after returning from a day out in Blackpool. Completely startling to both my Mother and us.
We really love Blackpool and were extremely excited about our holiday. As one expected Blackpool was amazing but your hotel really was more of a horror story and we really felt let down by the rooms, food and service.
I don't think I have to inform you of the the health and safety risks that were present at the hotel, especially considering we had an elderly relative with us in a room with no heating. However, I am perfectly inclined to report the hotel to the local authorities in addition to trading standards as clearly you are falsely advertising the hotel.
I expect a speedy resolution from you in the form of a full refund.
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- Also Known As:
- Savoy Hotel Blackpool