Hotel 'Charges Couple £100' For Leaving A Bad TripAdvisor Review Saying It Was A 'Filthy, Dirty, Rotten, Stinking Hovel'
Hotel's 'No Bad Review Policy' Costs Couple £100
Louise Ridley— Huffington Post UK/PA
|
A couple have claimed they were charged an extra £100 by a hotel after leaving an online review describing it as a "filthy, dirty, rotten, stinking hovel".
Tony and Jan Jenkinson said they were hit with the "fine" after leaving highly critical comments about the Broadway Hotel in Blackpool on TripAdvisor.
They stopped at the hotel on their way to Oxford, paying £36 for a night in a double room.
Open Image Modal
The Broadway hotel has many bad reviews
But they said they encountered a string of problems, prompting Jenkinson to post the review on August 30 in which he branded the hotel a "filthy, dirty, rotten, stinking hovel".
The Jenkinsons said they discovered the £100 charge on their credit card statement a few days later.
When they queried the charge, they were said to have been told it was incurred under a "no bad review policy" included in the terms and conditions.
The policy said: "Despite the fact that repeat customers and couples love our hotel, your friends and family may not. For every bad review left on any website, the group organiser will be charged a maximum £100 per review."
The hotel has been rated 'terrible' by 147 out of 252 reviews.
Open Image ModalOpen Image ModalOpen Image Modal
Photos of the hotel posted on TripAdvisor by other visitors
The couple, from Whitehaven in Cumbria, are attempting to recoup the money through their credit card company.
They complained to Cumbria trading standards officials, who have passed the matter to counterparts in Blackpool.
John Greenbank, trading standards area manager north, said: "I have worked for trading standards for many years and have never seen anything like this.
"The hotel management clearly thinks that they have come up with a novel way to prevent bad reviews. However, we believe this could be deemed an unfair trading practice."
Councillor John McCreesh said: "Customers need to be free to be honest about the service they're getting.
"Other customers depend upon it. Hotel owners should focus on getting their service right rather than shutting down aggrieved customers with threats and fines.
"People should have the right to vent their disappointment if a hotel stay did not meet their expectations and should not be prevented from having their say."
Simon Calder, travel editor at The Independent, told BBC Breakfast the incident was "completely out of order" but added: "I must say, of course, there is an element of you get what you pay for."
The hotel could not be reached by the Press Association for comment. Its website appeared to be down.
The World's Top Hotels, As Chosen By TripAdvisor
10. Steno, Monterosso al Mare, Italy(01 of10)
Open Image Modal
“This gem lived up to and surpassed all of the expectations I had read about. The property, the rooms, the views, the lemon trees, the incredible breakfast, the location made it a truly memorable experience in a very special place." (credit:TripAdvisor)
9. La Maison Arabe, Marrakech, Morocco(02 of10)
Open Image Modal
“The staff was friendly, welcoming and attentive to our every need. The service was second to none. We dined in all the restaurants; did the cookery course, (which is not to be missed) and had two superb spa sessions which were the ultimate in luxury and relaxation." (credit:TripAdvisor)
8. Desert Riviera Hotel, Palm Springs, California, United States(03 of10)
Open Image Modal
“Perfect location, so so clean, amazing attention to details, calm, peaceful, friendly -- they will do anything to help make your stay in Palm Springs perfect.” (credit:TripAdvisor)
7. The Dairy Private Luxury Hotel, Queenstown, New Zealand(04 of10)
Open Image Modal
“Our hosts looked after every need from the beautiful breakfasts, superb afternoon teas to bookings and advice on the area. Nothing was too much trouble and the roaring fire and welcome at the end of the day were the ultimate.” (credit:TripAdvisor)
6. Castlewood House, Dingle, Ireland(05 of10)
Open Image Modal
“Fantastic room overlooking the bay and a superb breakfast with warm and welcoming staff make this guesthouse my favorite stay anywhere in the world.” (credit:TripAdvisor)
5. Hotel Residence Agnes, Prague, Czech Republic(06 of10)
Open Image Modal
“Frank and his staff are exceptional. Free pick-up to and from the station (taking us and our bags right inside). They also refused tips and say it is just part of their service. Wine and beer, tea and coffee etc. on arrival and every day after that when returning from a day sightseeing. They arranged dinner (even escorting us to the restaurant), made tour reservations and will drive you anywhere in the city. And all that for no charge and always a smile.” (credit:TripAdvisor)
“From the care and thought given by Afaf during the booking process, the perfect transfer (including the donkey) to the delightful staff and wonderful building, this is one of the very best boutique hotels in the world. So many thoughtful touches -- fire in the room, DVDs, superb food, lessons in making a cosmopolitan cocktail, trips to the mountains, private guides -- that makes this place your own personal palace.” (credit:TripAdvisor)
3. Akademie Street Boutique Hotel and Guesthouse, Franschhoek, South Africa(08 of10)
Open Image Modal
“Cathy, the owner, is just delightful and makes you feel so welcome. We went over to the main house every morning for the most amazing breakfast spread -- homemade granola, a fruit platter, cooked English breakfast if you wanted it, cereals... We were totally spoiled. And everyone treats you like family.” (credit:TripAdvisor)
2. Hamanasi Adventure and Dive Resort, Hopkins, Belize(09 of10)
Open Image Modal
“Starting with Karina during the pre-stay and reservation process, staff are friendly and always follow up.” (credit:TripAdvisor)
1. Riad Kheirredine, Marrakech, Morocco(10 of10)
Open Image Modal
“This is a hotel that leaves nothing to chance. From the initial meeting at the nearest taxi point to the welcome drinks leading on to unparalleled service throughout our stay. A dip in the plunge pool? Towels and a mat arrived immediately. Out in Marrakech? Two mobile phones were provided to ring for an escort home to the hotel when needed, at any time of the day or night. If we were going out we were given water at the door. If we were staying in, tea, lemonade and juice with snacks.” (credit:TripAdvisor)