Rose and Crown hotel in Wisbech guest outraged at dirty room

Alison Peet was forced to endure an "uncomfortable" night in a "filthy" 'superior suite' at the Rose and Crown hotel in Market Street, Wisbech, on Thursday July 4. 

Mrs Peet, 66, booked the room which was chosen by her cousin who was visiting the UK from California with his wife and teenage children. 

Ms Peet, 66, explained she was met with a "strong smell" of cigarette smoke before entering the room. 

Mrs Peet, from Suffolk, decided to purchase new pillows, sheets and a duvet cover.  (Image: Alison Peet)

She told the Wisbech Standard: "It was outrageous. Our room was definitely not a superior suite, but rather two small rooms both of which were very dirty, with torn and filthy net curtains at the window. 

"At this point if my husband and I had been on our own we would have left, but as my cousin had booked the hotel it was a bit awkward."

Mrs Peet, from Suffolk, claimed staff hadn't changed bed sheets which were stained with what appeared to be blood. 

In-fact, she said the bed was in such a "dire state" that she decided to purchase new pillows, sheets and a duvet cover. 

She added: "When pulling out the bed to put clean sheets on we discovered inches of dust behind it and cigarette ends underneath. 

"I told reception staff that the room was a disgrace and I would be seeking a refund."

Mrs Peet found used cigarettes underneath her bed. (Image: Alison Peet)

Mrs Peet said attempts had been made by staff to clean the room while she went out for dinner, but that this only "made matters worse". 

"Unfortunately this disturbed the bed and when we returned to the room one of the legs fell off."

She said her cousin had chosen to stay at the hotel due to its close proximity to the home of his mother. 

The historic Grade II listed hotel has stood prominently over the Market Square and dates back to 1435. 

The building was listed with the commercial and real estate agent, Colliers, for £1.2million in September 2021. 

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In 2022, it announced on Facebook it was permanently closing to the public, and then went on to accommodate asylum seekers. 

It is now part of the chain HH Hotels and offers 26 styled rooms, each with a TV and tea and coffee-making facilities. 

Mrs Peet said the corridor outside her room smelt of cigarette smoke. (Image: Alison Peet)

Mrs Peet said she asked for a refund in the morning but was told that Booking.com hadn't paid the hotel and therefore couldn't issue one. 

She said: "I have been fobbed of every time saying the complaint has been escalated to upper management. 

"On Wednesday (July 24) I was informed that no refund would be provided as the complaint has been rectified as the room was now clean.

"I'm not sure how that is supposed to help me and my husband." 

The guest was so horrified by the state of the hotel that she even contacted Environmental Health, believing it to be a health hazard. 

"I used the ladies toilets in the foyer and they too were in a disgusting state with black mould on the walls and crusty handwashing facilities.

"It’s terrible that a hotel in this prestigious position in the town is being allowed to trade when it’s in such a disgusting state. 

"What a terrible impression it gave my cousin and his family of a lovely old hotel in England."

Mrs Peet said the bed was stained with blood. (Image: Alison Peet)

A spokesperson for H&H Hotel told the Wisbech Standard: "We'd like to sincerely apologies to the guests for their experience. 

"Two housekeeping staff have been relieved of their roles following the incident while the general manager himself has faced disciplinary action due to the standards of the hotel not being where they need to be. 

"We now have a performance management process in place to ensure the hotel is meeting the standards of H&H Hotels. This includes cleaners sending videos to our 'virtual housekeeper' in head office so that managers don't have to check every individual room.

"We're continuously improving and stay in regular contact with the manager to ensure that any issues are resolved quickly."

Booking.com has been approached for comment.