Paul Henderson endured a “nightmare from hell” alongside scores of other holidaymakers when he made the trip to Scarborough with his son. He said the historic Grand Hotel should shut down as it is not fit for purpose. He told Yorkshire Live: “If we were staying at a refugee camp we would not have been through so bad an experience.”
Photos show a long line of potential guests snaking around the lobby of Scarborough’s Grand Hotel, with some even sitting on the floor as they wait.
Mr Henderson, who was hoping for a relaxing break with his 10-year-old son, said other guests were arguing staff and demanding refunds for the inconvenience.
Mr Henderson and his son had travelled from Darwen, Lancashire on Sunday morning to visit friends in the North Yorkshire town.
He stated that when he arrived at 10.30am, it took half an hour of queuing before being given a parking ticket so they could park on the hotel’s grounds.
After parking, he saw a mother and daughter “screaming” at hotel staff, adding that “it was not a good start” to the trip.
When he met some friends who had been at the hotel for a few nights, he was told that “everybody’s been complaining” as there had been severe delays.
Mr Henderson then spent some time away from the hotel as it was too soon to check-in, but upon returning he was met with enormous queues with people who had been been waiting for hours.
He said: “I’d paid for my hotel in advance. I had my 10-year-old boy and there was no way I was queuing at half 10 at night with him. I got in the car and drove the 133 miles home. What else could we do?
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He said: “I’m surprised they (Britannia Hotels) are still operating. They just see it as they sell all the rooms when they are understaffed and they just get away with it.
“They don’t give a flying eff about customer service or ripping people off.”
He also plans to urge the local MP and councillors to address the issues faced at the hotel, given that he feels the experience could damage the town’s reputation.
Britannia Hotels has been contacted for comment.
Additional reporting by Charles Gray.