A hotel has given a no-nonsense reply to a guest after they complained about the cleanliness of their room and suggested that a four-course gala meal was instead a three-course dinner and a round of tea and coffee.
The Royal Boston Hotel is listed as one of the best hotels in Blackpool on consumer website TripAdvisor, where it sits as one of the top 30 hotels with hundreds of five star reviews complementing the rooms, food and staff.
The hotel has an overall TripAdvisor rating of 4.5 stars - with more than 1,000 'excellent' and' very good' reviews - where guests have heralded it for being ‘great value for money’ and having ‘reasonable drinks and entertainment’.
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However, Lancs Live reports a recent guest who claimed their experience did not quite match up to other favourable reviewers. In the 'mixed but truthful' review of their stay, they claimed to find layers of dust in their room and empty bottles which hadn’t been cleared away prior to their arrival.
The review read: "This is a mixed but truthful review. Four night stay. Firstly our room had empty bottle. Had a inch thick of dust, cigarette burns on the window sill and orange coloured powder, Bolt in chair was not screwed in properly and could have caused an injury. These things were reported to reception and dealt with immediately. Three coat hangers so one coat hanger each.
"I could have asked for more but just lived out of the cases. Apart from towels changed and tea coffee refill there is no cleaning of the rooms done and no clean bedding change. Upon leaving and stripping the beds to make it easier for cleaners we realised on the bed settee there were two sheets that had been put on top of each other the top one was clean but the underneath one certainly wasn't it was all stained and had black felt tip like marks on it, we had no black pens so certainly wasn't done by us.”
The reviewer went on to describe the hotel’s ‘all-inclusive’ food and drink, and said a four-course gala meal had turned out to be three courses with a round of tea or coffee.
"All inclusive hmmm,” they added. “Alcohol wise Vodka, Whiskey, Gin, Brandy, plus one lager Coors Light and beer. Any other variety's of lager beer sprits etc you had to pay for.
“Four course gala evening meal is three courses, a guest did say that tea or coffee was classed has the fourth course. If you asked for a hot drink you were told to get one from the bar.
"I mentioned this to the waiter if it is the fourth course surely we shouldn't be getting our own, there reply was it is three course take it up with management! Hot Chocolate is £2.50. The entertainment and food was great but the cleanliness of the room and the very limited all inclusive drinks is a very big let down."
The hotel publicly responded to the reviewer, accepting that there had been some confusion over the four-course meal.
Mark Clegg, owner at The Royal Boston Hotel, said: "Thanks for your review. I have passed on your comments to the relevant departments to see what can be done to improve our services to our valued guests.
"There seems to be some confusion with the course meals. Normally tea or coffee is offered at the end of your meal in any restaurant serving courses and we are no exception, therefore tea or coffee is part of your course.
“The all inclusive package is the most popular option for our guests as most of them realise that it is in-fact real value for money, but sorry if you disagreed on this occasion.
"I do hope that your experience has not deterred you from visiting us again in the future."
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