A family drove 160 miles to Wrexham for a romantic anniversary weekend, only to discover their booked hotel resembled a building site. Jaye and Jay Grainge, from Stockton-on-Tees, arrived at the Wrexham Llyndir Hall Hotel by Belvilla with their two young daughters after a three-and-a-half-hour journey. The hotel looked nothing like the photos they had seen online.
Arrival Shock
Jaye, a 29-year-old nurse, said: "In the pictures we'd seen, it looked lovely, a nice country hotel. 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."
To their dismay, the interior was even worse. Curtains and doors wouldn't close, carpets were badly stained, blinds were missing, lampshades were torn, and toiletries were not supplied. The hotel's restaurant and spa were padlocked and closed, the TV wasn't working, and corridors were strewn with hotel supplies and equipment. The couple also paid £15 upfront for three days of parking after seeing pay-on-arrival signs, only to later discover parking was apparently free for guests.
Anniversary Trip Ruined
Jaye booked the trip to mark her fourth wedding anniversary with husband Jay, a 30-year-old chemical engineer, coinciding with Father's Day. They brought along daughters Robyn, three, and Paige, 11 months. They chose the Rossett hotel for its proximity to friends in Wrexham and used gift vouchers to book the room.
Jaye said: "We'd seen negative reviews. But each time the hotel operator responded saying the issues had been fixed. There were some good reviews too. But when we arrived, the place looked a bit like a building site. We had quite a lot of luggage, such as travel cots, but the person on reception showed us to our room without offering to help."
Inside, the room looked dirty: the carpet was stained and hadn't been vacuumed, curtains wouldn't close properly, and blinds were missing, so Jaye didn't get much sleep during the two-night stay. Milk and sugar were left by the kettle, but there was no coffee or tea. The TV wasn't working, and a staff member promised to replace it but never did. "It was the last time we saw anyone at the hotel," Jaye added. "Later, we were told that, if we wanted to speak to someone, we should have gone outside, rung the bell and used the intercom."
Hotel Background and Previous Complaints
Grade II-listed Llyndir Hall operated as a popular hotel and wedding venue until closing in 2022. Last year, the 19th-century property was acquired by India-based OYO Rooms, one of the world's largest hotel chains. Earlier this year, the hotel began being marketed under OYO's Belvilla brand. Reviews soon appeared from guests complaining of its "haunted house" vibe and "bad DIY SOS" appearance. One woman claimed she was forced to sleep in her car after being denied entry due to a lack of hot water.
In April, Wrexham Trading Standards were asked to investigate when irate guests complained their bookings hadn't been honoured. OYO Rooms said the problems were temporary while the hotel underwent renovations and that issues had been "fully resolved". The company said it was "honouring all confirmed bookings". Since then, more negative reviews have emerged, with guests troubled by "overflowing bins, piles of fag butts, and shabby and tatty rooms". Some customers complained of parking fines and missing loo paper. A Leicestershire man was disturbed to find "what appeared to be a used razor hanging over the bath". However, some reviews were positive, praising "helpful staff and modern rooms".
Security Concerns
Another bugbear was the rooms' keyless locks, an electronic system accessed via a PIN. Jaye said: "During our stay we could hear random children running up and down the corridor outside our room. Occasionally they'd stop to try the keycode, which was slightly worrying."
Jaye added: "We didn't really want to move to another hotel as our kids were a bit cranky after the long drive. And as it was Father's Day weekend, we imagined all the hotels would be full anyway. I was feeding my baby and I didn't get much sleep while I was there. It was a bit of a nightmare. There was no food or drink available and we were made to feel we shouldn't really be leaving our rooms."
"To be fair, the linen was clean and so was the bathroom – though we didn't dare check the mattress for fear of what we might find. But overall it was a very disappointing experience."
Seeking Refund
The Citizens Advice Bureau has advised the family to write to OYO by recorded delivery, seeking a refund of £275 plus £15 for parking. The couple have received an informal reply but are still awaiting a formal response. OYO Rooms was approached for comment. Previously, the company said customer complaints related to a brief period when the property experienced an "unexpected hot water issue". A spokesperson said the hotel was undergoing improvement and maintenance works but was receiving guests and "continues to do so". They added: "We would like to reassure customers that the hotel is operational, and guests with confirmed bookings can expect their stays to be honoured."
Wrexham Council was also asked for comment. A spokesperson said the council wasn't "able to provide a comment at this moment". Previously, the local authority said the hotel was "co-operating" with Trading Standards after receiving complaints. A spokesperson said officers had visited the hotel and were "advising them on all relevant legislative compliance".
