Not only does the Broadway Hotel in Blackpool, England have issues with thinning carpets and broken dresser drawers, but it seems they don’t take kindly to anyone giving them a bad review.
Tony and Jan Jenkinson rented a room for one night in the Broadway Hotel while traveling. After they vacated the property they realized their credit card bill had an extra charge of 100 pounds or $156 US dollars added to it. Upon investigating the charge they realized it came from the Broadway Hotel for giving a bad review on a travel website. They also learned it was hotel policy to charge any hotel guest that gave bad reviews.
The couple returned from their trip and had written a review on Trip Advisor about their stay. They thought the hotel had a nice parking lot with plenty of spots and yet they found it so full they had to park in a lot of a nearby hotel instead. Tony Jenkinson told CNN that he could not believe the state of the room. The cost of the room was 36 pounds or $56 per night. Jenkinson stated the hot water didn’t work and when he reported it, the hotel staff replied they knew about the problem and they would take care of it in the morning.
As Mr. and Mrs. Jenkinson put away their clothes, the fronts of the drawers fell to the floor. This was another issue the hotel claims they already knew about and would repair in the morning. Jenkinson found other problems with the room:
The wall paper was peeling off the walls, the carpet was thin, dirty and stained. The bed was something else. It must have come out of the ark. The base was all scuffed and dirty and the springs in the mattress attacked you in the night.
Jenkinson reported the charge to his credit card to the local trading standards authorities. They passed the issue on to the Blackpool Council. Gillian Campbell is a cabinet member who is responsible for public protection in matters such as this. Campbell states the team found out about the charges the hotel was making to their guests’ cards the week before and the fact the hotel is in bad repair. The team discussed the charges for leaving bad reviews and asked they be removed from the policy list. Campbell reports the hotel has since removed the policy.
Jenkinson states he will fight to get his money back.
Trip Advisor claims if they find a business is fining customers for giving a bad review, they will take immediate action to protect the integrity of their site.
Obviously this hotel doesn’t understand the meaning of “the customer is always right.” In this case, the Jenkinson’s went one night without hot water, proper use of the dresser and a good night’s rest on a trip due to a “springy” mattress. They should be refunded all of their money. Although how good do we expect a hotel room to be that only charges $56 per night?