Newburn Hotel

We had evening meals at the hotel a few times and couldn't fault the food. Breakfast was lovely every morning, with a full English, and John also made hash browns and beans for our one-year-old son each day. Claire and John were so accommodating. On our first day, John put £1 into the games machine in the main lounge so my son and nephew could play. The room was big enough for all four of us and the beds were very comfortable. Newburn Hotel is ideally placed, a stone's throw from Pleasure Beach and a short walk to the seafront and South Pier. We'll definitely return.

We were left to find our room after handing over the money and being given a key. It was filthy, and the wardrobe was falling apart and dangerous. My husband, our two children, aged 2 and 5, and I stayed one night in August. After a terrible night on the very old mattresses, I tried to wash the children, but there was no hot water. There was no breakfast either, and nobody around. Luckily, there was a Wetherspoons around the corner where I could get them breakfast. This place is a disgrace and should be shut down. I've tried contacting the owner since, but haven't had a response.

The young woman who answered the door was friendly and apologetic, but the whole Saturday was unpleasant. Our two-hour journey turned into four hours because the hotel was listed on too many websites. We were told on arrival that an official reservation could only be made through Booking.com. They know this problem is happening, but haven't done anything to stop more people being caught out. The website attached to the hotel is My Blackpool Holiday, but it should be Booking.com so others don't make the same mistake without realizing it.

Cathy and Claire helped us as much as they could and handled it professionally, even though they've had to deal with many upset and violent customers over bookings that certain companies never actually made. Our room was lovely, with pure white bedding and lots of space. The location is great, right beside South Pier and Pleasure Beach. My daughter and I booked through Expedia, but they aren't actually advertising through it now. The booking company took my money without reserving a room at Newburn, so we were shocked to be told we had no booking when we arrived. They found us a room at a reduced rate, which we paid for, and I'll contact Expedia.com for a full refund. I'd stay again 100%, but next time I'll book directly with the hotel. Lol.