26 March 2023 , 14:50
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A family say they had no choice but to abandon their horror hotel after finding urine stains on the mattress and a 'bug' in their freezing cold room.
Chantelle Murray, her two sisters and her seven-year-old daughter Lacey had travelled down from Glasgow to Blackpool but the trip turned into a nightmare.
They booked in four nights in the North Ocean Hotel in North Shore but just after checking in they say they had to go on the hunt for new accommodation
The group, in the seaside down for a dance competition last week, said they couldn't stay with no running water, LancsLive reports.
They photographed suspected urine stains on the bed (MEN MEDIA)
They also claimed there was blood on their pillows (MEN MEDIA)Chantelle claimed that many the windows in her room didn't shut and alleges she found blood stains on the pillow.
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The hotel have denied the mum's claims, saying they appear to be 'untrue' and 'unjustified' - despite the family taking photos.
She said: "We arrived in Blackpool on the Thursday at around tea time. It took four trains to get from Glasgow to Blackpool so we went straight to the hotel to drop our bags and get some food.
"When we arrived there were no staff available at the hotel, meaning we had to call to find out room number and key we were advised staff would be back in at seven to sort out admittance to property. So we dropped off bags to the hotel and went to get food as we had been travelling all day."
The angry mum also says that the windows in her room didn't shut, meaning that her room was incredibly cold. Chantelle also claimed to have found a bedbug in the bed, as well as alleged blood stains on the pillow and urine stains on the mattress.
After going out for a meal, the family returned to settle down for the night. Chantelle says they spent less than an hour in their accommodation before fleeing the room after discovering the alleged issues.
She explained: "When we looked around the room, we found that the bathroom sink had no running water. The windows were jammed open, meaning there was snow blowing into the room from outside. There were two electric heaters in the room, but one was missing a plug and the other did not work.
The bed bug which was found in the bedding after it had been removed from the sheets (MEN MEDIA)"We then went on Facebook in an attempt to find any further contact details for the property, but instead we found reviews claiming that one room had a hole in the floor and had just been carpeted over. We also found reviews stating the property had bed bugs.
"So we pulled back the sheets we found one live bed bug and large urine stains. The pillows had blood stains and blood was on the wall behind a set of drawers. The side of the cabinet had dust that was thick on the walls as if it had never been cleaned.
"We actually booked an extra night because my little girl isn't a good traveller so we did it so she could have a night to rest and chill before the competition the next day."
Chantelle said her daughter was "absolutely bawling her eyes out crying, she just wanted to go home". She said: "She started dancing two years ago and it's her whole life, her dance teachers are her best friends she dances five nights a week but she just doesn't ever want to come back again.
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"I think the whole fiasco of the first night has scarred her. She cried her eyes out all weekend."
A spokesperson for North Ocean Hotel said: "We are aware of the following complaint and it has been followed up with the booking company as well as the guest. The complaints made all appear to be untrue and unjustified. We have central heating and in the rooms we provide electric heaters as well as we know it can be cold sometimes.
"There are no bed bugs and this has been verified by a council-approved pest control service. The fire alarm is always working and is tested regularly (weekly) and this has also been checked this week following the complaint made by the guest.
"The health and safety team from Blackpool Council did follow up on the complaint made by these guests this morning and have found no evidence of their comments to be justifiable. It’s for that reason we have politely declined a refund for the guest as there is no cause to do so."
Booking.com have confirmed that they are looking in to the complaint.