A North Wales couple have described their "nightmare" of trying to get a refund after a "dire" stay at a Britannia Hotels site.

Llion Thomas and his partner Jamie Bramley, from Anglesey, visited The Royal in seaside resort of Scarborough, North Yorkshire, on July 16, 2020.

They did not stay the whole night as they said the rooms they had were "dire".

Firstly, the couple were first given a room that "smelt like raw sewage" before changing and being given one that was "filthy", they said.

They added that there appeared to be "skid marks" on the bed sheets with a carpet that "looked like it had been through the wars".

Mr Thomas has since been asking the hotel and its owners Britannia, which also runs Pontins, for a refund but says it has been "like talking to a brick wall", reports YorkshireLive.

He warned others hoping to get a refund that "getting money back from Britannia is harder than getting blood from a stone".

The couple had travelled to Scarborough for a trip at the end of the first lockdown last year.

After being made to wait in the lobby, they were given a room that "smelt like raw sewage because they didn't flush the toilet".

Mr Thompson said: "There were pubic hairs on the bed and crumbs on the sofa.

The carpet at The Royal 'looked like it had been through the wars'
The carpet at The Royal 'looked like it had been through the wars'

"We complained and waited another 20 minutes to find another room and that is the room we most had trouble with."

He said the room "clearly hadn't been sanitised", as was meant to be protocol at the time, and that the room was in a "dire state".

Mr Thompson said: "There was a wine glass outside the bedroom, the carpet looked like it had been through the wars, the curtains were holding on by a thread.

"The most disgusting part though was that on the bed linen there was suspicious brown stains that looked like skid marks."

The couple left late at night and spoke to a manager who was "confrontational and rude" and "told us to go if we want to go".

Mr Thompson said: "It was literally like being in a nightmare.

"I was unaware of how bad it actually is. You hear about it but you would never think it's like that. It's just dire."

After the five-and-half-hour drive back home, the couple called customer services at Britannia to log a complaint but have since had "nothing but emails to and from".

Mr Thompson said: "They keep offering a discounted night stay but we just want a refund. Who would want to stay there if that's how they are?

"I spoke to Citizens Advice who said we're entitled to a full refund due to the condition of the room provided."

He said recent emails and approaches have "just been ignored" and that he had also called the hotel in the last week but, again, they were unable to provide a refund.

Mr Thompson said: "They just don't care. I think that's how they're trained to be at Britannia group - the customers are wrong and the product is the best when it quite simply isn't.

"A blind person could see that our room was in a dire state."

Asked what his message would be to others hoping to get a refund for their stay at a Britannia hotel, Mr Thompson said: "You might as well try and get blood out of a stone.

"It's shocking."

Britannia Hotels was approached for a comment by YorkshireLive.

The hotel chain operates a number of hotels in the UK, with visitors to the Norbreck Castle hotel in Blackpool expressing similar concerns about their trips.

This week, Britannia Hotels twice failed to provide a comment when asked about customer complaints by LancsLive.

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