A mother has said she was horrified after finding splattered blood, broken blinds and windows and food in apartment in Leicester she says had not been cleaned.
Leanne Bredesen, 31, from Melton had booked a two night stay with two of her four children at the Highcross House, Showcase Apartments in Vaughan Way from October 2.
She said she chose to part with the £160 fee because she thought the rooms looked nice online and the apartments were close to the cinema.
However, when she arrived she says she found that the place had clearly not been cleaned with leftover food on the floor and stains on the carpet.
The hotel has apologised for her experience, given her a refund and blamed the pressures of the pandemic for her experience.
Speaking to LeicestershireLive, Leanne said: “On arrival, I was horrified at the state of it.
“The apartment allocated to me had clearly not been cleaned. Food in the kitchen sink, crumbs everywhere, rice on the floor, urine on the toilet seat, pubic hair on the bathroom sink, a cracked window, broken blinds and radiators, blood spatters on the broken items and an awful smell of smoke.
“Naturally, I contacted reception who offered to send someone to clean.”
Leanne said that she agreed and went out to allow enough time for the apartment to be professionally cleaned.
But when she arrived back she said that the apartment was identical to when she had left.
“On my arrival, nothing had been done.
“I contacted reception again and spoke to a man who said he had no idea about the state of the apartment and that the person covering reception before him must have forgotten to send somebody up.
“I told him I couldn’t stay there and was told to drop my keys in a box and he’d text me with an email address for my refund. There was no apology and it seemed no staff were interested in coming to check the apartment.
“In normal times I would have cleaned it myself.
“My children were scared by the blood splatters and I arranged a lift home as I neither felt safe or comfortable to stay among such a mess.”
Leanne claimed that she is yet to hear back from management at the apartments, neither has she received a refund.
She contacted Booking.com, the website she used to book the apartment and an employee said that they would contact Highcross House and get back to her.
“They got back to me saying Highcross House said I had refused to allow them in to clean, so were not prepared to refund me but feel free to leave a review,” Leanne said.
“Bearing in mind I actually emailed Booking.com from inside the apartment while I was waiting for my lift and have proof that I called reception during my stay there and provided photographs I expected so much more.”
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“The bottom line is the apartment should not have been let in such a state.
“We are in the midst of a worldwide pandemic where cleanliness is more important than ever before and a filthy apartment was let out.
“I had every right to leave immediately and ask for a refund, however, I gave them the chance to clean which they decided not to do.”
What Highcross House said
A spokesperson for Highcross House, Showcase Apartments said: “It is unexpected for us as a company to have let this matter gone this far where you or anyone else would have to contact us regarding customer service.
“We pride ourself with great customer service to our guest.
“What Leanne Bredesen experienced was not how we have built our business and is not something we would expect any guest of ours to experience.
“We have fully refunded Leanne Bredesen and are trying to get in touch with her to see what we can do to not lose Leanne Bredesenas a customer in the future.
“Unfortunately due to the covid pandemic, our business as you can imagine in the hospitality trade has hugely been impacted. We are fighting for survival same as many other businesses out there but unfortunately have lost a lot of our core team and the new laws have all put higher strains on us all.
“Please be assured we are looking into this matter to make sure no future guest of ours have to experience what Leanne Bredesen did.”
Leanne is adamant that she has had no contact from Showcase Apartments and that she has not been refunded.