LEGOLAND Castle Hotel — Hotel in Great Britain

attention to detail is poor, cleanliness is poor, and lack of compassion and consideration from hotel staff is poor.||||Experiences like this should be once in the lifetime and magical for your children as they are only young once, we did not get this. ||||Unfortunately, during our stay we had issues, which should’ve never of happened.||||My child has attentional needs, and this it the first time we have ever taken them to a theme park, it was to celebrate his birthday, so really something they would remember. Unfortunately now not for the right reasons.||||Trips like this require extensive planning and preparation. Social stories, structured schedules and so much more.||||Prior to checking into the room, we were sent an email stating the brick restaurant we had booked for the evening would be close for unforeseen circumstances. We were reassured that our reservation would be put to the pizza and pasta buffet restaurant. My child has dietary requirements and has restrictive eaten. We booked the brick restaurant because there was an item on the menu that he would eat which the new restaurant did not have. Before checking in, we knew this would be an issue as he had nothing to eat.||||Once you check in a quest is within the room to complete, after a short period of time we came to realise they put a knights quest instead of the themed room we had (wizard). To some this may seem minor but when you have to prepared your child that struggles with change that this will be happening and it doesn’t what follows is something that didn’t need to happen if the job was done correctly the first time. So already in a short amount of time are experience is tainted.||||I went straight down to reception where there were two gentlemen behind the desk, I explained the issue. There was no apology or explanation he just took the quest from my hands and attempted to find the correct quest, unfortunately he could not find anything. The other gentlemen serving at the desk said he should let house keeping know. So I was told they would bring one to me. I left back up to the room. This was within 10min of checking in. ||||As it was my child’s birthday there was a BLUE envelope on the bed with my child’s name and age, so I tried to redirect them towards the envelope. ||They opened the card and as they pulled it out, it was a pink card and badge, they had given him a girls card. ||So back down I went within 5mins and yet again explained the situation to the same gentlemen yet again no apology and such a lack of compassion as he took it out my hands and roughly wrote the new card in front of me and put it back into the same envelope, he couldn’t even given me a new envelope for him to properly open. ||||Back up to the room, I refocused my child’s attention on the positives and explained he had a PlayStation avaible to play with, as we went to turn it on it said source HDMI was unavailable. ||||But finally the correct quest had now turned up after someone from housekeeping had dropped it to our door. I explained to them that there was an issue with the PlayStation and got bluntly told there was nothing he could do when he would let maintenance know.||||We then had to start making our way round to our dinner reservation so prior to leaving the lobby I let two ladies know behind the desk that there was an issue with the PlayStation explained that I had been down here prior for other problems. They reassured me that it would be sorted on my return from dinner. in under 30 minutes, I had been to the front desk three times.||||On our return from dinner to no surprise, it was not sorted. So I went back down to the lobby and spoke to another lady explain the situation and she rung maintenance in front of me. They insisted they were outside of the building and they would be with me shortly. I went back up to the room and knock on the door and I was greeted with two original ladies that I first spoke to before dinner, they came in for about 10 minutes then told me they couldn’t fix it and I would have to wait for maintenance.||Maintenance then eventually turned up, two gentlemen and I said they were unsure of the problem so they were going to get a new PlayStation to put in to change over. On his return the other gentleman suddenly got it working and assisted he wasn’t quite sure what the issue was but it’s now up and running however this was now 720 and we had swimming booked at 7:30.||We had to cut our swimming and playroom experience so my child was able to use the PlayStation before it got ridiculously late. ||||The room was dirty, it had pieces of foil and tags which weren’t ours in the Lego tray, which I let the staff know about and they seem unbothered by it.||There were cobwebs all over the windows, drawings all over the pictures on the walls, white marks down the wall which looked like a water/ damp problem. ||||The staff were so unbothered and so unfriendly. They didn’t make anything feel special or magical. ||||In the morning we had an 8:30am booking for breakfast at the Tavern so plenty of time to put our luggage in the car and get in for early access to the park.||We were actually seated early at 8:25am, we had still not received our breakfast at 9:05am, ||Which we order one cooked breakfast, one waffles and just pain au chocolate, the Tavern wasn’t even fully booked table wise there was plenty of empty seats, the staff I believe picked up on that we hadn’t received anything, those members of staff were the only members of staff that apologised to us and said there has been a mess up regarding our order. They had a knock on effect as we rushed to eat our breakfast to make sure we retrieved our luggage from the room and got into the park within time.||||I feel completely let down by the whole experience. I have nothing positive to say about our stay in the castle. This was a once in a lifetime opportunity for us and there was such a lack of compassion...

Stayed at Legoland Castle Hotel on Saturday 9th March.

As soon as we walked in the room it was obvious the room had not been cleaned at all. Vomit on doors, door frames and walls. Dark brown stairs on all bedding, both kids and adults. Possibly Semen stains on childrens bedding. Toilet has been urinated in and not flushed. Used, dirty sanitary towel bag on bathroom floor. Toilet not cleaned for a while. Bath was not cleaned and grimy. All surfaces were covered in dust. Carpets ripped and covered in stains. Wallpaper ripped and written on. Playstation controllers not charged. A quarter of the tea and coffee facilities had been used by someone. Bin was full All other areas of the rooms where some combination of dirty, dusty, damaged, ripped or stained.

I wouldn't accept this is a £25 a night b&b, never mind a hotel as expensive as this. Within 5 minutes I was immediately back downstairs and told the receptionist. Receptionist phoned the duty manager Melissa, who came straight over and checked the room herself. Melissa agreed with everything I've previously listed, took photographs and agreed it hadn't been cleaned at all. Melissa lied to us and told us no other rooms were available so we couldn't be moved, the receptionist had already told us rooms where available in both Lego hotels but they wouldn't move us unless we paid over £650. Melissa told us to go to the bar for an hour, no complimentary drinks at all, she would have the room cleaned.

After an hour went back to the room it had not been cleaned. One of the brown stained comforters had been replaced for a different brown stained comforter and one of the dozens of pieces of vomit had been cleaned but not the rest. The rest of the room was still dirty, you could even see my finger marks when I ran them through the dust to show Melissa. Immediately went back to reception to complain. The receptionist said Melissa would have done this herself. No cleaner had been to our room and no cleaner was going to our room. The receptionist told us as Melissa was now in the other hotel she wouldn't be coming back to do anything. I asked the receptionist to pass on my further complaints.

Following morning went to reception to follow up and was told I had to go to the manager at the other hotel as there was a letter. At the other hotel was just a compliments slip and a £20 voucher, to buy overpriced Lego in the park, this didn't even cover the drinks we had to purchase while waiting for our room. I immediately spoke to the Manager Mark Swain, around 6.30am - 7am. Mark was fully aware of our initial complaint. Mark didn't apologize, didn't offer to have the room cleaned and said there was nothing else he was willing to do about it. I asked Mark if he knew about the second complaint and the room still being dirty, to which he said he was aware the room was still dirty and still had vomit on the walls, doors and door frames but still wasn't going to do anything about it. I express how unhappy I was, he clearly didn't care and wouldn't help further. I made sure he knew the £20 voucher was not ok.

Then time for breakfast. Through the windows we could see it was obviously the first day for most staff and they'd not had any food safety training. Warm food was put out in metal bain marie trays between 6.30am - 7am. These trays are not heated in any way and are not plugged in. In fact there aren't any plugs near to do this. Staff stood around for almost an hour, hands in pockets, in armpits and rubbing noses and faces. The restaurant opened at 7.30am around an hour after the warm food was put out, it was much colder now. The restaurant was also dusty and dirty; tables had not been wiped, the floor had not been swept and mopped, cutlery had what I hoped where water stains on them.

From the day to now the whole family has had sickness, diarriea, fatigue and loss of appetite. I don't know if this is related to food being kept at the wrong temperature or sleeping in a dirty room with vomit...

For reference in this, we means my family of 4 (my wife and I or two kids 8 and 4 yrs old). Everyone was very helpful and welcoming; they answered all the questions we had and were able to provide all the help. From the time we first got the hotel providing an access card whether we can just go through the hotel to access Legoland before checking in later that day, rather than needing to go to the main entrance. This was a massive help. Having the ability to pay in the hotel car park in the morning was also very helpful. Although I didn't use this as much until the second day, but using the app to navigate to each ride was so much better than using the map which was confusing at the best of times. The variety of rides was really great, except the Vikings was ride which takes a photo, we were very disappointed to learn that we couldn't retrieve the photo as the monitors weren't working and no-one was at the desk, this was even more so as a couple other stations which supposedly had access couldn't find our photo either. On the same topic of photos. For future reference those going to Legoland and parking for the photo bundle, ensure you go to them all in one day as the bundle doesn't transfer across day's and we had to pay £20 on both days as this wasn't explained to us correctly when originally purchasing the bundle. So feedback for Legoland would be too ensure if someone books multiple days please ensure the bundle transfers across for the whole duration of the Legoland visit. Moving on there were a great variety of rides and even though we were there for two days we needed at least one more to see all the attractions available due to queues. Another thing that I think should have been highlighted more when booking is that residents are allowed access to rides from 9:30am 30 monitors before everyone else. This is really good and should be advertised more as it allows you to access some rides before they get busy. The room was great and had all the amenities you could ask for, only issue I had was with the bed. It was like sleeping on a stone floor. I get it's not going to be the most comfortable bed as they need to purchase ones to last, but it would be nice to be at least some easy comfortable especially as we purchased a premium room. Lastly moving on the the food. Breakfast was good, however the menu and price for dinner was lacking variety and too pricy so we did not use it. That was a bit disappointing. We loved the character meet and greet after 5pm as well. Lastly I would encourage everyone to visit Lego mythica and the Lego 4D cinema. Both are 4D and you feel the heat or water during the visual display/movies. You don't need a rain coat so don't worry about the wetness, especially in the summer you'll dry very quickly, I imagine if you wore it would take away from...