A wedding anniversary celebration turned sour after a family travelled 160 miles from Stockton-on-Tees to Wrexham, only to find their hotel was in a state of disrepair. Jaye Grainge, a 29-year-old nurse, and her husband Jay, a 30-year-old chemical engineer, booked a stay at Wrexham Llyndir Hall Hotel by Belvilla to mark their fourth anniversary and Father's Day. They brought their two young daughters, Robyn (3) and Paige (11 months).
Arrival Shock at the Hotel
“In the pictures we'd seen, it looked lovely, a nice country hotel,” said Jaye. “When we arrived, we wondered if we'd got the right place. The lawns weren't being cut, so it looked unkempt, and the render was coming off the hotel walls. We thought, well, it doesn't matter what it looks like on the outside, so long as the hotel is nice on the inside.”
However, the interior proved worse. The couple alleged that curtains and doors failed to close properly, carpets were heavily stained, blinds were missing, lampshades were torn, and no toiletries were provided. The hotel's restaurant and spa were padlocked, the television did not work, and corridors were cluttered with supplies and equipment.
Parking Frustration
Adding to their woes, the couple paid £15 upfront for three days' parking after seeing pay-on-arrival signs, only to later discover parking was complimentary for guests. Jaye described the experience as “a bit of a nightmare,” noting that no food or drink was available and they felt discouraged from leaving their room. “I was feeding my baby and I didn't get much sleep. The linen was clean and the bathroom was okay, but we didn't dare check the mattress,” she added.
Background of the Hotel
The Grade II-listed Llyndir Hall was a well-known hotel and wedding venue until its closure in 2022. Last year, it was purchased by India-based OYO Rooms, one of the world's largest hotel chains, and began operating under the Belvilla brand earlier this year. Since then, numerous negative reviews have emerged, with guests complaining of a “haunted house” vibe, “bad DIY SOS” appearance, and issues such as overflowing bins, cigarette butts, and missing toilet paper. One guest claimed she slept in her car due to a lack of hot water. In April, Wrexham Trading Standards investigated after complaints about unhonoured bookings.
OYO Rooms previously stated that difficulties were temporary during renovations and that issues had been “fully resolved,” adding that the company was “honouring all confirmed bookings.” A spokesperson for OYO said: “We would like to reassure customers that the hotel is operational, and guests with confirmed bookings can expect their stays to be honoured.”
Seeking Refund
The Citizens Advice Bureau has recommended the family write to Oyo by recorded delivery, seeking a refund of £275 plus £15 for parking. The couple have received an informal reply but await a formal response. Wrexham Council declined to comment, though a spokesperson previously confirmed that officers had attended the hotel and were advising on legislative compliance.
