We arrived on a Friday for a long weekend to celebrate my boyfriend's birthday and attend my niece's 21st on the Saturday. The bar stopped serving food at 2pm and the bar closed not long afterwards. It was a bitterly cold day and this was disappointing as we would have liked to have had a few drinks and chatted to family but could not. When we were shown to our room we were really disappointed as the room was so small - the bathroom was almost the same size! We phoned down and said the room was not suitable and were shown a family room. Room size was fine but the bed linen (inc the bedspread) had cigarette burns in it and tears. There was a loud fan immediately outside the bedroom. and the room smelled of Jeyes Fluid - almot like someone/something had died in it. The smell was that overpowering we asked to see a further room, which was even smaller than the first. Hotel offered to refund the balance that I had paid on arrival and I asked for a refund of the deposit I had previously paid when booking. The lady refused to refund it and I commented that I could understand that refunds would not be made for people that did not turn up but we had turned up and they did not have any suitable rooms. I said I would contact Trading Standards if the deposit was not also refunded. She went into a room to make a call to someone and eventually came out and said she would refund the deposit also. At no time did she look at me, was extremely offhand and very defensive, unprofessional and dismissive. She said the hotel could not be held to account for their standards of cleanliness in cleaning the bathrooms with Jeyes Fluid and I made the point that that was not the issue - it was the smell. Surprised that a hotel would leave a room sticking like that. Very disappointing as, whilst the hotel is in an ideal situation with some good sea views, albeit it looks tired and needs some refurbishment, it would have been ideal for us. Sadly, not to be.
- Royal Hotel Weston Super Mare
