Best hotel in Blackpool responds to Wowcher guest’s complaint about ‘small rooms’


A Blackpool hotel responded to a notice that its rooms were “too small”, telling the customer that they wished to present the “FACTS” about their reservation.

Blackpool is renowned for its wide variety of holiday accommodation. From its B & Bs to its hotels, there are plenty of places to stay while you’re at the resort.

In order to advise others on the best places to spend their free time, guests will take to TripAdvisor to share their honest opinion on their own experience at their respective accommodation.

READ MORE: Wild response from Blackpool hotel owner to guest’s ‘six minute’ delay claims

Often, hotel owners respond to reviews either by thanking for their kind words or by responding to a weak review.

Bradburys of Blackpool is the most recent to respond to a review that said the hotel was an ‘average’ place to stay.

The boutique hotel is located on Havelock Street and offers en suite rooms with free breakfast for all guests.

On TripAdvisor, the hotel is ranked # 4 out of 896 B & Bs in Blackpool and has had a Travelers’ Choice badge since 2021.

It is rated “Excellent” overall, has no review below “Average” and claims 226 of the 238 5-star reviews left by customers.

In September, a traveler left a 3-star review rating the hotel as “average” titled “small rooms.”

The traveler wrote: “When we arrived we were shown to our room. It was like we were told it was a budget room. It was like a single room with a small double bed! !

“It was not specified on the reservation. Far too small for a couple. We were moved the next day to a room with a little more space but not much more! Good breakfast and lots of choice! Very central and close to all amenities. Too bad about the small rooms !!! “

Matthew Cliff, managing director of Bradburys of Blackpool, responded to the notice in early October.

He wrote: “Thank you very much for taking the time to write down your comments about my hotel. Please let me present the FACTS about your reservation.

“You were on a 2 night wowcher deal which stated an economy double room with a double bed, 24 inch clothes rail, hair dryer, bedside table, USB sockets, window, shelves, blackout curtains, blinds, central heating, chips, cookies, bathroom with rain shower.

“You were shown your room that you wanted to change. I explained that these were the rooms assigned to wowcher guests because the premium is lower, so our larger rooms go to higher paying guests as all do hotels.”

Mr Cliff then claimed he was asked to “move other guests” to greet the guests, which he was not “prepared to do”.

He continued, “You were offered a cancellation to find you a different accommodation more suited to your needs.

“I was not able to offer you another room because we were full as I explained and I did not want to change rooms as you suggested. You refused and decided to stay.

The couple were reportedly offered “free entry” following their complaints, although Mr Cliff later claimed they did not pay a £ 20 fee “for a weekend on a wowcher” which would have been written in “fine print” of their agreement.

Mr Cliff said: “You were shown a different room for your second night which you thought was much better and my team kindly moved your luggage to the alternate room.

“You thought your dinner was included on your second night and you hadn’t read your wowcher contract properly.

Mr Cliff reportedly said the couple were “unhappy” to provide their wowcher codes when asked, and “had to be requested again” when leaving the hotel.

He added: “These codes were not given when booking because we don’t take them when booking. I advise you to check all your future wowcher terms and conditions, which will avoid any future inconvenience.

“Hope you can find 2 nights on a weekend with dinner one night and breakfast for 2 days for £ 99 at another hotel for your future stays.”

The response is signed by “Matt and the Bradburys Team” and is currently the lowest review ever written on the hotel.

Bradburys of Blackpool is rated 5 stars for its location, cleanliness, service and value for money.

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