Disgusting hotel won't give refund

Grahamjames

Stayed at Brittania Hotel in Nottingham, please excuse the graphic description but it was gross including menstrual blood and faeces on the toilet.
I took photos and complained to reception who just gave me an email address to complain to.
After a month all they've said is they'll give me £20 as a good will gesture (not even the cost of the room for the night).
I'm not usually one to take a complaint this far but it was pretty disgusting. They aren't signed up to an ombudsman so I can't take it further (I tried Resolver). Is there anyway and anyone I can take it to? Nottingham Council? Watchdog?
I know it's a cheap poorly reviewed hotel (despite still being rated 3 star), but it's not right they get away with serious health issues, don't know what I could have caught in that room!

Pennywise

Did you ask for a room change as soon as you saw the state it was in, or ask them to clean it properly?

Realistically not much you can do after you've stayed in it. Local council, Watchdog etc won't be interested unless huge numbers of complaints are made. The best you can do is a 1 star review on TripAdvisor.

A 3 star hotel doesn't really stand for much - stars are based more on facilities than quality. Even 4 and 5 star hotels can suffer cleaning issues. They get their stars for things like a swimming pool, room service, laundry facilities, kettles in rooms, etc, rather than quality.

Grahamjames

Didn't ask for a room change specifically, didn't get the chance to really. I went to reception saying I had a complaint, they quickly handed me an email address and said all complaints must go there.

couriervanman

Well surely you went straight down to reception and complained straight away.......didn't you.
I cant imagine any Britannia hotels being fully booked at any time of year not even if they gave the rooms away for free.I take it you didn't bother checking TripAdvisor before booking as one look at the ratings would have been enough for me.

Grahamjames

I've done all the bad reviews I can including posting the pictures, it'll get lost in the forest of bad reviews on the sites.
Just seems a bit crazy there can be blood and poo, serious health risks, and I can't take it further?

soolin

couriervanman wrote: »

Well surely you went straight down to reception and complained straight away.......didn't you.
I cant imagine any Britania hotels being fully booked at any time of year not even if they gave the rooms away for free.

I agree, the chain is noted for their um 'issues'. I used to stay in the Coventry one as part of a larger group, it was so bad that it was laughable, we used to have a competition when we checked in to see who had the worst room, or the most missing items. A person one year won as they had no outer door at all as it had been taken off previously due to a broken lock.

The staff were also quite cheerful and were always happy to swap you into a new room if you complained, there were always loads of empty ones to choose from. I'm not sure that staying the night and then expecting a refund is going to work, I'd personally take their offer and just avoid the entire chain in future.

couriervanman

Grahamjames wrote: »

I've done all the bad reviews I can including posting the pictures, it'll get lost in the forest of bad reviews on the sites.
Just seems a bit crazy there can be blood and poo, serious health risks, and I can't take it further?

So straight away you went down to reception complained,they gave you an email and you didn't take it further,i would have frogmarched him/her upstairs to show them the room.And if during the day when other people checking in would have made it known to everyone what a dump the place was.

Pennywise

Grahamjames wrote: »

Didn't ask for a room change specifically, didn't get the chance to really. I went to reception saying I had a complaint, they quickly handed me an email address and said all complaints must go there.

That's where you went wrong. You should have insisted on a room change. Then your problem would have been solved.

Actually staying in the room you were given massively weakens your case.

Paully28

I would write it off as a bad experience as Britannia hotels, and I use the term hotels loosely, are well-known for being pretty disgusting. They own Pontins for a start.

neilmcl

Paully28 wrote: »

I would write it off as a bad experience as Britannia hotels, and I use the term hotels loosely, are well-known for being pretty disgusting. They own Pontins for a start.

And Brittania Nottingham is the worst going by all accounts, it's got a real bad reputation particularly for prostitution, child exploitation etc.

https://www.nottinghampost.com/whats-on/whats-on-news/spend-night-britannia-nottinghams-worst-2566299

https://www.nottinghampost.com/news/nottingham-news/police-issue-britannia-hotel-warning-2591253

I'd take the £20 on offer and be glad you didn't stay longer than you did.

Aylesbury_Duck

How much are you after?