Girl with Autism’s Nightmare Blackpool Stays in ‘Frost’ at Norbreck Castle Hotel with ‘Cracked’ Window Stuck Together


A guest at the Norbreck Castle Hotel said the “scruffy” hotel caused a nightmare stay for her and her autistic daughter.

Stephanie Hughes, from Newcastle, stayed at the Norbreck Castle Hotel in Blackpool last month with her daughter.

They had come to the resort so her daughter could participate in a dance competition at the Tower Ballroom.

READ MORE: We stayed at the Norbreck Castle Hotel in Blackpool and would not stay there again if anyone begged us to

Previously, Stephanie had stayed at a nearby B&B, but felt the Norbreck would be a “safe bet” given the amount of parking it had and its accessibility to the main piers visited by so many coming to the resort. .

Previously, the Norbreck had been criticized by guests for a variety of reasons, including a couple saying it should be ‘doomed’ after their stay found dead flies and hair in the tub.

Stephanie paid £ 112 for a family room at the hotel on Friday 5th November.

Upon arrival, she said that due to the bad weather they decided to check in as early as possible, but the line to check in was both ‘ridiculous’ and’ took forever. “. The long lines have made Stephanie’s daughter, who suffers from autism and additional needs, “restless”.

On the way to their room, they discovered that the hallway floor was “lined with towels”, which left Stéphanie puzzled.

Stephanie said: “They weren’t dirty towels, it was like they were using the hallways to store laundry.”

In their room, Stéphanie said she was “frozen”.

“We noticed there was a crack in the window where it couldn’t close properly,” she said. “There was what looked like blood spatter on the dressing table and the bedroom was just run down, looked like it hadn’t been cleaned at all, in the pipes and behind the bed.”

Stephanie went to reception to ask for something to be done for the room.

They had hoped to participate in the bingo which was heralded as the entertainment of the night, something her daughter was especially looking forward to. But, after going down to participate, it didn’t “turn out” as the Norbreck had expected.

Stephanie said her daughter, who suffers from autism and ADHD, then became very “restless” due to the change in routine. When they returned to their room, she found that the windows had been taped and that a “small” electric heater had been installed in the room.



Stephanie demanded that something be done about the “freezer” room and found the windows taped up when she returned later.

Hoping to calm her daughter down before the dance competition the next day, they then discovered that the television in the bedroom was not working either.

“I don’t know where to start,” Stephanie told LancsLive, “it was just awful. I can’t believe what we paid for.”

Stephanie works in handling guest complaints and has come to the hotel in the hope of receiving a refund. She said she received an email response and was offered a discounted stay at a Britannia hotel with “an upgrade and a bottle of house wine” – two things she didn’t want .

Stephanie added: “Do you really think I want to stay here again?”



Stephanie found what looked like "blood splatter" on the dresser
Stephanie found what looked like “blood spatter” on the dresser

“There was nothing from them on the escalation process, internal or external, even 50% of my money would do, but they said no refunds could be given after departure,” said said Stephanie.

“I didn’t have time, my daughter was tired, everyone was rushing, we had to go down to Blackpool Tower in horrible weather, I didn’t have time to raise her there. clearly not an overnight affair, they have a huge hotel with huge potential and it clearly isn’t getting the care and attention it needs, ”said Stephanie.

Stephanie said she could not understand “how” the hotel “ignored” the ongoing complaints raised by guests.

They even slept with towels on the bed and Stephanie insisted that her daughter was not “playing” on the floor she had found earrings on, which again led her to believe that the hotel had not been cleaned.

The Norbreck Castle Hotel is managed by Britannia Hotels.

They were contacted for comment but did not respond until posting.

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