A hotel boss came back with a measured yet scathing response after a guest said 'they looked at room and left' on TripAdvisor.
The reply came after a guest looked once at a room, which he described as 'down in a basement' and then left the building.
The venue, called Bella Vista Lodge, has secured a number one listing TripAdvisor's 'special inns' in Blackpool, Lancashire.
More than 200 guests have spoken highly of their trip to the hotel in the famous seaside location.
LancsLive reports it has been rated five out of five on the review site and is described as a 'guest house is situated in the heart of Blackpool.'
It is just a five minute walk away from Blackpool Tower and boasts nine recently renovated bedrooms, all fitted with en-suite bathrooms.
Recent visitors have taken the time to write out glowing reviews of the hotel and its staff with many leaving five star reviews from their stays.
One guest wrote: "Absolute fantastic stay at Bella Vista Lodge.
"We were greeted by Dan, a lovely upgrade as a Birthday surprise! Our room was spacious, warm, immaculately spotless!
"Lots of clean towels, huge TV and the most comfortable bed I've slept in. Do not hesitate booking here, you will not be disappointed. Thank you for our lovely 2 night stay."
Another guest also agreed that the beds were some of the comfiest they've slept on.
They said: "Brilliant stay so friendly and helpful close to everything we need. Bed super comfortable room excellent standard clean and fresh.
"Can't wait to stay again. We definitely be back looking at when we be booking again."
A further person added: "Went for a short weekend stay to see a few of my partners friends who were local.
"As we was only staying for two nights we just wanted a bed to sleep in. The room was spacious and extremely well looked after.
We were greeted on arrival and the owners/staff could not have been more helpful. I would highly recommend this place to anyone coming to Blackpool."
But not all were as impressed by the beds and one reviewer didn't even get as far as sitting on it before they decided to flee the hotel.
In a one star review, they said they disliked it so much they booked elsewhere.
The review states: "Wanting to visit Blackpool and see the lights which are spectacular we drove for about six hours.
"When we arrived at the place I had prepaid £132 for two nights room only basis, the room was down in a basement reached by narrow uncared for steps.
"The room itself was dingy and in need of a complete redecoration and replacement of the sad carpet.
"The road itself is rundown with dilapidated properties. parking in the area is a nightmare and carpark charges are high.
"We decided to not even stay at the Bella Vista Lodge, so we went to the Tourist Information Office and managed to book into The Blackpool FC Hotel which was £85.40 for two people including breakfast/parking and our small dog."
The owners of the hotel, however, weren't going to let the review get to them and set out to put matters straight.
In a very matter of fact response, the owners outlined why they thought the review was unjust.
A boss wrote: "Thank you Ken for your review. Our large king room has recently been decorated and, as other guests have stated on their reviews, is a lovely spacious room with its own entrance.
"In relation to parking, I checked the streets nearby for a space for you and advised where the nearest cheaper car parks are, as the one at the end of our street is around £20 for 48 hours.
"You don’t mention any of this in your review and give me 1 star for service!
"Regarding facilities, the room has a fridge, coffee machine, iron/ironing board, hair dryer, superior hospitality tray including Piper crisps and galaxy hot chocolate, 40” smart TV, again no mention of this in your review!
"The Blackpool fc hotel is a 15 minute walk away from the centre, which is why you will have found parking much easier.
"We take all feedback on board, however yours is unjust, so I have reported your review to Tripadvisor. Regards, Paul."
