Review pages have been inundated with stories which range from the annoying to the totally bizarre
A Welsh country house hotel is working with Trading Standards officials following a wave of customer complaints. Some visitors grumbled about travelling for hours only to discover it was shut, while others described it as having a “haunted house” atmosphere during refurbishment works.
The grade II-listed Llyndir Hall, a 19th century building in Rossett near Wrexham, functioned as a well-liked hotel and wedding venue before closing its doors in 2022.
It was purchased by India-based OYO Rooms, amongst the world’s largest hotel chains, and earlier this year the establishment began being promoted under its Belvilla brand.
Wrexham Trading Standards was requested to look into matters when frustrated guests started complaining their reservations hadn’t been fulfilled, reports North Wales Live.
A spokesperson for OYO Rooms said the difficulties encountered were temporary while the hotel underwent refurbishment and said the matter “has now been fully resolved”.
They also said they were “honouring all confirmed bookings”. Since March disappointed travellers have inundated review platforms with accounts of their experiences.
In one review a woman said she turned up at 9.10pm only to be refused entry as there was no hot water. “I was terrified as this place felt quite spooky and very isolated in the dark,” she said. “I slept the night in my van at a nearby campsite as I couldn’t afford another hotel.”
A Bournemouth woman said she drove five hours only to discover multiple facilities shut and a “lot of things lying about in the corridors”.
Another said they turned up after a four-and-half-hour journey to find it closed as “they had no heating, no wifi, no food or drinks”.
Another reviewer said: “Absolutely disgusted. I arrived after a four-hour drive to find the outside looking like a building site. Went inside, rung the desk bell, 15 minutes later – nothing – nobody answered. The downstairs rooms looked like a bad DIY SOS – paint, mops chemicals all left out.”
On Tripadvisor one family described Llyndir Hall as the “Marie Celeste of hotels”, stating: “(It) looks to have been closed for weeks or months.”
While some reviewers reported their stays had been “exceptional”, the majority expressed dissatisfaction. One woman celebrating her birthday said she had a bizarre experience arriving at the hotel.
In her review she wrote: “We waited 15 mins at the door to be let in. Then a woman let us in. And (she) did not speak for a further 25 minutes. We stood there. Every time I asked a question she would say ‘shhhh’ and use her finger to say ‘no no’. Awful rude. She then passed us a key. And that was it.
“After 45 mins in the room a child knocked the door and told us there was no heating or hot water, no wifi, no restaurant and no food at all available. Not even juice to drink.”
North Wales Live spoke to one traveller who said their reservation was cancelled 20 minutes after it had been confirmed. Connor Roberts, a 23-year-old engineer from Criccieth, booked a one-night stay on March 20.
“I had a very important job interview at Airbus the next day,” he said. “Shortly after making the booking I was called on a private number from someone at the hotel saying I couldn’t stay as there were problems with the water.
“I managed to find alternative, more expensive accommodation in Chester. I was then horrified to discover I wasn’t being refunded as I’d been listed as a no-show.” What followed were weeks of negotiations with Booking.com.
Other reviewers reported similar experiences, claiming Booking.com was struggling to make contact with Llyndir Hall. One threatened legal action, while another said he would involve the Financial Ombudsman.
Connor was determined to get to the bottom of what was happening at the hotel. “With a mate I visited the place on April 3,” he said. “It looked part-derelict and abandoned – there was just two cars parked in the grounds. We said we just wanted a drink but were told we couldn’t as the bar was closed.
“As we left, men on the roof began filming us – they were wearing surgical masks. It was a very strange experience.”
This week Connor was informed verbally by Booking.com that he was entitled to a £47.14 refund within 10 days.
“The whole thing has irritated me,” he said. “How can a hotel behave like this? I’ve read of people driving hours to get there only to be turned away, and having to sleep in cars because they couldn’t find alternative accommodation.”
OYO Rooms said that the difficulties encountered were temporary while the hotel underwent refurbishment. A spokesperson said: “We would like to clarify that Llyndir Hall Hotel by Belvilla is fully operational and complian, and we are honouring all confirmed bookings.
“It appears that some of the recent complaints relate to a short period when the property experienced an unexpected hot water issue, which affected guest experience for a couple of days. This issue has now been fully resolved.
“The hotel has remained open and while some improvement and maintenance works have been carried out, the property is ready to receive guests and continues to do so.
“We would like to reassure customers that the hotel is operational and guests with confirmed bookings can expect their stays to be honoured.”
Other guests raised concerns about non-functioning televisions and “horrible smells”. One man described it as “100% the worst hotel I have ever stayed in”.
Others have praised Llyndir Hall’s “lovely surroundings” and “peace and quiet”. One couple said the hotel was affordable. They wrote: “Low price, so imperfections expected.”
Wrexham Council confirmed the hotel is liaising with its Trading Standards department. A spokesperson said: “We have received complaints from the public recently in regards to the property.
“Trading Standards have visited the hotel and are advising them on all relevant legislative compliance. This work is ongoing and the new hotel owners are cooperating with Trading Standards to ensure compliance.”
Booking.com said its reviews and ratings serve as a vital resource for prospective guests – and will take action on any complaints it receives.
A spokesperson for the company added: “We have stays for every budget and before a customer books there are a number of things they can check, including the reviews and the property score. The hotel owner is responsible for ensuring the stay meets expectations, managing their availability and any refunds.
“In the unlikely event that concerns are raised about a specific property, we always investigate. We can remove accommodations from our platform should our findings show they did not comply with our terms and conditions.”
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