A Blackpool hotel has refuted claims that images used online are “misleading” to potential customers after guests said they experienced what they described as “disgusting” visits.
Last week, a guest said the Henson Hotel ruined its birthday after a “chaotic stay” where it claimed to find “crobaties” on the walls.
LancsLive contacted the management of the Henson Hotel who declined to comment at the time due to a change in management meaning they were not present for this particular stay.
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Now, two other guests have retrospectively shared their experience of the hotel, both claiming that the photos advertising the hotel are “misleading” to potential guests.
But Henson management told LancsLive that they “don’t use” misleading images “at all” and that sometimes guests confuse images of other rooms with those they have booked.
Anne Marie Baxton, from Whitehaven, stayed at the Henson Hotel over the weekend of October 22 with her daughter and grandchildren, ages five and three.
They had gone to see the Titanium Fireworks of the World Fireworks Championship in the resort town and Anne had booked the Henson in the hope that it would provide a “good experience” for her grandchildren’s first hotel stay.
“It was very misleading,” Anne said. “It was very basic. There was a hole in the wall and the blinds weren’t clean.”
She praised the “clean” towels and linens, as well as the “nice girls” on the team, but said the list of issues at the Henson led her to ask for a refund. Anne had booked two rooms for the family’s stay at a total cost of £ 460 including breakfast.
In her daughter’s bedroom, an allegedly broken window would have left the room “frozen,” Anne saying her daughter had used towels to block the draft.
Anne said she lodged her complaints with the front desk staff and was asked about the issues she was having with the rooms, to which she said she replied, “Who is fair? “
She told LancsLive that she found the bedroom doors “won’t close” as well as “dust, cobwebs and something splattered” on the wallpaper. During breakfast, she claims to have seen “dirty plates”.
Anne also stated that her daughter could not use the shower because she said it was “unclean”.
“I’m not fancy, but I expect cleanliness,” Anne said. “Choosing to stay there was the biggest mistake of my life.”
After leaving the hotel, she said that she “sat up and cried” and that her youngest daughter, who has asthma, became “bad” and had to start using her inhalers again.
Gail Wood also stayed at the Henson, opting for a ‘corner room’ with blue striped wallpaper at the Henson Hotel in November 2019. She paid £ 29.52 for a standard double room.
Gail contacted LancsLive over the weekend after last week’s first article on “bogeys on the wall”. She said: “The photos on the website look nothing like it. I’ve never seen anything like it.”
Gail described the hotel then as “three houses joined together” and said during her stay “the curtains fell” and the “double bed was like a mattress on the floor”.
While there, Gail said that “even a lick of paint wouldn’t have fixed it, it was the most horrible place”. Gail said she and her husband “never” took their shoes off during their stay, other than when they went to bed, due to the “dirty carpet.” They also said they put “towels on the bed” because of the “bad” situation.
Gail claimed the room was “dirty” and “frozen,” and also said that people in surrounding rooms were constantly “arguing”.
Like Anne, Gail said the sheets were “clean” but that they would have left the hotel if other accommodation had not been booked.
Prasad Purandare of The Henson Hotel told LancsLive that they “don’t use misleading images at all” and said that “sometimes guests look at images of large family rooms and book a double or single room and s ‘wait in the same room. However, on Booking.com, each category has specific photos of the room types and they are all accurate. “
He also said: “All of our mattresses are hotel grade and are changed every two years. We also use mattress toppers on all of our mattresses.”
The Henson Hotel confirmed Anne’s stay on October 22 and said, “After speaking with the manager and checking with our system, I can confirm that they received room number 52 for family 3 (bed double plus single bed) and bedroom 23 (double bed) for Double.
“These are both en-suite rooms with central heating and additional electric heating as the central heating works on a timer. Room 53 was renovated in 2019 itself and room 23 was freshly painted just before our reopening in May 2021.
“We have had many happy customers who have stayed with us in these rooms and continue to do so. You can see room 53 on my Booking.com profile with a dark purple wallpaper with a photo of a family and a head of gray bed and purple cushions. We had to remove all cushions due to COVID and the photo of the room without cushions is also there on Booking.com. “
They also confirmed Gail’s stay on October 2 (2019). They added: “You can also see this room on the Booking.com profile in the double room category with blue striped wallpaper.
“As you can see from the Henson profile, we have rooms with various themes / wallpapers inherited when purchasing the hotel. We do midweek renovations, one room at a time where we remove all the wallpaper and the rooms are being painted with a single theme to make all the rooms look the same. We have also started rendering the exterior of the building, if time permits we should be able to finish by March. “
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