Bourne Hall Hotel

A friend suggested this hotel, but the smell was so strong and foul that staying there was hard. There was constant shouting and noise in the corridors, and the kitchen was much too dirty to cook in. The caretaker, an Indian guy, was busy with guests and adding to the noise. How could I expect them to keep things quiet? People go to hotels to relax, but this first hotel stay nearly gave me a heart attack. When I complained, staff seemed indifferent and said, “What can we do? They're making noise in their rooms.” That was infuriating and completely unacceptable.

I was worried about my health and safety the whole time. There was black mould above the bed, the bathroom was disgusting, and the entire hotel was filthy and stank. The staff were helpful, but the owners were rude and seemed fine putting a woman travelling alone in danger. I think this hotel should be condemned because of the serious health risks. They moved me to a sister hotel only after I threatened to report the mould. It was a little cleaner, but still had bad damp, a foul smell, and was generally disgusting.

The cockroach in the bathroom showed more hospitality than anyone working there. The front desk clerk rolled her eyes and sighed through check-in as though it was a personal inconvenience. When I asked housekeeping for extra towels, they acted like I'd asked for a kidney transplant. The manager was just as useless. At 2 AM I reported a loud party next door, and he asked, “What do you want me to do about it?” Maybe do your job. Never again.

We couldn't use either room after our friend fell and was injured. Staff couldn't provide first aid, just handed us the first aid box, and the friend had to go to A&E. We only got a refund for one room. We also called the emergency number on the sign outside several times, but nobody picked up. When we arrived, one of the two rooms was ready; the other still had rubbish in the bin, an unmade bed, and an unpleasant smell. An expensive and very poor experience.