The Farnborough

I got a full refund after complaining about the conditions, then found somewhere else to stay. I also plan to report the property to the relevant health and safety authorities. The listing on Booking.com was misleading and didn't match what I found, which seemed unhygienic and a serious health and safety risk. My first room, on the ground floor, had peeling wallpaper, exposed wires and a leaking pipe in a bathroom that looked as if it hadn't been cleaned for weeks. After I raised this, I was moved to Room 19, but it was just as bad: dirty, peeling wallpaper, and a shower hanging off the wall. The cleaner even pointed out mushrooms growing in the shower, which seemed like further evidence of neglect. At reception, the area was cluttered with broken things and smelled strongly of body odour and damp. The owner stayed on his laptop rather than checking me in, so I stood waiting about ten minutes for another staff member. I wasn't expecting luxury for the price, but this was completely unacceptable.

Becky is amazing under the new management. My room was fresh-smelling and tidy, and I felt welcome. When I mentioned an issue with the shower, she got straight onto it and had it sorted in under two hours, no matter what time it was. Her customer service is exceptional.

When I arrived to check in, I had to move out of the doorway so the police could leave. A large group there looked drunk, stoned or otherwise high, and the cannabis smell was very strong. I was told the toilet was broken and that I could use the one in another guest's room. My room wasn't ready, so I left and decided not to stay.

The window was the biggest problem: it had come loose and was literally hanging by the lock and a short cable. The toilet seat was broken and cut my partner, and the mattress had a huge dip. The TV had no signal, and it wasn't paired with the remote anyway. As a painter, I thought the paintwork was worse than a below-average DIY job. Who puts white gloss over varnished wood without sanding it? There was no WiFi, and mobile internet reception was awful. At least the nearby café was pretty good. Calling this place atrocious hardly covers it.