Guests of the New Royal Windsor Hotel in Blackpool have started a support group on Facebook after enduring miserable stays.
The page was launched by Carly Denham and within a week it was inundated with posts from guests sharing stories of their stay.
Carly herself stayed at the hotel with her partner, children and friends and said her weekend was absolutely ruined by the hotel and said the “holiday from hell” left her in tears, reports LancsLive.
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Carly said: “The minute we walked through I just thought ‘oh my god’, I turned to my friend and we both just thought, what is this?”
The party tried to find somewhere else to stay but when they couldn’t they decided to try and make the most of it.
This proved difficult from the off when they were told their rooms were not ready because of a mirror smashed the night before.
When Carly’s friend’s room became available, they claimed the formerly “broken mirror” had “just been chucked out the window, there was broken glass everywhere.”
She said her friend then went to the toilet to find no toilet roll and when she turned on the light “the electricity blew in the entire room.”
Carly said: “She went downstairs to report it, he’d (a member of staff) come up and said to her the room had been smashed up and it wasn’t his fault.
"If she wanted to move the children into separate rooms - as if that is something you would do - then she would have to pay £50, even though she had just paid £300 for the room.
Carly’s friend’s asked the hotel if they “were having a laugh” and said they were met with “threats” to remove them from the property.
Finally leaving the hotel at 6pm, Carly felt the day had been “wasted” trying to sort out their accommodation.
She said: “I boiled the kettle on the floor and washed my toddler in the sink.
“Due to the horrific experience we tried to spend as much time out of the hotel as possible.”
The two families went to the pier where Carly tried to pay for something on her card, then finding that there was no money there for her to pay.
After checking her mobile banking, she reportedly found she had been charged a further £50 by the hotel.
Carly said her partner then returned to the hotel to ask why they had been charged.
They were allegedly told they had “extra people in the room” to which they replied "we have two children, why would we do that?”
Carly then said they were accused of smoking in their room, which she denies.
Her partner demanded a refund and they were told it would be paid tomorrow, she claimed, but the money is yet to arrive.
“I came home and I was just crying, I felt so bad for my children - I was apologising to my own children because I'm thinking what have I just taken my children to," Carly said.
“I wouldn’t even let an animal sleep in there, a rat couldn’t even sleep in there.”
Since returning home Carly has set up a support group for other guests.
In the past 24 hours alone it has inspired dozens of comments.
"Honestly horrific the worst place we have ever stayed in," one woman wrote.
"There was no hot water, filth everywhere, drunks everywhere fighting, a broken door that wouldn't lock properly, bin bags spilling onto the floors in the hallways (one even had a tampon that had fell out).
"We drove up and someone totally out of their face (as the hotel let people drink excessively) peed right in front of me and my kids in the car."
The hotel has two stars on TripAdvisor, with over 300 'Terrible' reviews.
One guest wrote: "I've been brought up with if you've got nothing nice to say keep quiet... but this hotel is a major exception!
"Please don't book this hotel. It's filthy everywhere, rude staff, horrendous breakfast. I've stayed in many budget hotels but there is just no excuse for these standards."
A spokesperson Blackpool Council said it had recently received a complaint about the New Royal Windsor Hotel, saying: "We have only recently received one complaint and if a customer of any business has a concern we will look into it."
The Royal Windsor Hotel has since contacted the guests to apologise and offer an explanation.
"We do apologise and are very sorry to hear that our other guests were upset," a statement from the hotel read.
"We are trying our best to improve the standard and service this hotel provides. Our hotel is already in the process of ongoing refurbishment, which with ongoing staff training will improve our standard and service considerably over the winter period.
"Please bear in mind a lot of our staff continue on furlough and as with other hospitality venues we are unable to recruit staff from anywhere in UK."
