Macdonald New Blossoms Hotel — Hotel in Great Britain

Over the past 20 years, I’ve stayed in hundreds of hotels and have only felt the need to leave a formal complaint twice. I’m fully aware of the challenges that come with running a hotel and always try to set my expectations accordingly. That said, this was unfortunately one of the most disappointing hotel experiences I’ve had, primarily due to significant issues that weren’t disclosed upfront.

No Hot Water:

I specifically chose this hotel because it advertised bathtubs in every room, which was important due to a health condition I manage following a brain tumour. A hot bath helps relieve chronic muscle and joint pain, so this was a key feature for me.

However, there was no hot water in the evening. The night receptionist explained that due to high staff turnover, there was currently no maintenance worker on duty. He was helpful and did his best by providing a second kettle so I could manually fill the bath—an hour-long process.

In the morning, I raised the issue again. The explanation changed several times: first, I was told I hadn’t run the tap long enough (despite running it for 10 minutes). Then I was informed the hot water takes longer to reach higher floors—even though I was only on the first. Finally, I was told the hotel’s old boiler system can’t provide heating and hot water at the same time, and the evening priority had been heating. However, there was still no hot water in the morning either, when the priority had allegedly changed to hot water.

Had I been aware of these limitations, I would have booked elsewhere—especially considering the hotel's 4-star rating and marketing promises of “contemporary style meets elegant tradition.” Unfortunately, the experience did not align with that image.

Poor Soundproofing:

The hotel is located next to a pub, which hosted a party that went on until 4:10am. While the noise itself isn’t within the hotel’s control, the room’s soundproofing was inadequate. A second panel meant to improve insulation was missing from the lower half of the window. I had to show photographic evidence to the receptionist before this was acknowledged.

Room Condition:

The room itself was in poor condition: the bathroom wood panelling was warped and damp, with exposed woodchip; the sink had visible dirt in the plughole; the bathroom doorframe was coming loose; and there was a concerning stain on the chair. Overall, the space felt neglected and unclean.

Final Thoughts:

Between the lack of sleep, the absence of basic amenities like hot water, and an additional charge for a one-hour late checkout (which I needed due to morning medication), I left feeling significantly worse than when I arrived. What was meant to be a restful night turned into a situation that negatively impacted my health and well-being.

I was offered a partial refund for the experience, but there was no reference to it on my Expedia account after 5 days. Expedia explained that, although agreeing the partial refund with me, the hotel hadn't formally raised it. Expedia sorted it, but the lack of willingness on the hotel's part to follow through on their promise was the final straw. I want to warn other travellers - particularly those with health issues - about the reality...

Mixed review but on the whole a good stay. Check in was basic. The receptionist wasn't interested in conversation, she just gave us our key card and told us our room number. No information about breakfast and there was no information in the room so we ended up going out for breakfast.

The room was on the 3rd floor and was fine. Perfectly clean and comfortable but I do feel I was oversold the size of it. Our room was very small, with furniture squeezed in. The facilities were fine - tea and coffee, iron, TV, phone etc - but I was definitely expecting a better room for my money. The bed was lovely. Really comfortable, plenty of pillows, and a good nights sleep. The website warns of noise from the street and this is true, however not so bad we couldn't sleep. This hotel is right in the city centre and above a club so their are people around and music to be heard.

The heating was on full blast when we arrived, as was the towel rail holder. Very unnecessary and quite uncomfortable. The air conditioning didn't work. I always consider this when booked so was disappointed to have an email a week before our stay to say the hotel no longer has air con. I emailed the hotel 3 times about this, and had no replies at all from them. I know the email address was correct because they were very quick to be in conversation with me about me upgrading and buying extras to celebrate our anniversary! I would rather have had this conversation directly with the hotel, however since they didn't respond I will raise my concerns here instead.

Bathroom was adequate. No problem with the cleanliness, however it is probably in need of some freshening up. Soap, shampoo and shower gel provided. The shower was lovely. Good water pressure and consistent temperature.

On the whole the hotel is nice. Feels very fitting with the style of the town, and is clean and tidy. The staff through our stay were helpful and friendly. The hotel was quiet and we didn't hear from neighbouring rooms. We didn't use the breakfast facilities or the bar. The bar is a room off the lobby and wasn't in action as we walked through in the morning or late at night so we didn't bother going in.

The hotel has the tiniest lift I've ever seen, and holds just 3 people (without any luggage). There are lots of steps and stairs, and you wouldn't get a wheelchair in the lift, so not easily accessible but there's nothing they can do about that and it is advised on booking.

There is no parking at the hotel and they advise parking at the shopping centre which is a 5 minute walk away.

Overall a very comfortable stay and at a reasonable price. Just a shame they can't fix the air...

What can I say, very rude little girl who works there with a severe attitude problem. Definitely think she should give customer service career a miss.

We stayed here as a birthday trip away for my brother in law and to go to the races with other family and friends, 14 of us in total, Intital check in was great quick and easy, Our room upon first inspection was lovely big and spacious, However it was very tired, warped bedside tables, stains on bed throws, very worn carpet, but the convince of it being right in the centre was great for what we needed it for.

We booked in to go for breakfast, and upon arriving my husband and I were baratted by this young girl about paying before we had even stepped foot into the restaurant. At a very steep £12pp for raw mushrooms and tomatoes, burnt greasy potato cakes, rubber scrambled eggs that were coming out in gastros that weren't enough to feed the amount of people there. Wait for bread, fizzy sour orange juice, no tea or coffee and soft rice crispies with there only being 4 croissants when our party arrived, we asked if there would be more coming out and the reply was 'ill check' We asked 3 times and within 40 minutes no more came out.

We were on our way out to find something to fuel ourselves with before checking out when the young girl was shouting at us saying you can't leave before you pay, So we went up to the counter to pay, I said how disappointing the breakfast was, and she just replied you were told to pay before you helped yourself, My husband ate half a croissant that was raw in the middle and a few sips of fizzy orange juice.

I said I'd pay for 1 but definitely not 2 she tried arguing with me and said if I didn't pay than my whole group wouldn't pay, but none of us were happy with the food or service we received from what's advertised as a 5* luxury hotel.

Upon our return to the hotel some other guests from our party were stood in the lobby discussing that they had complained too With the young girl shouting back at us saying ' I don't appreciate you talking about me' Whist we weren't talking about her specifically, we were just talking about the complaint, it was very unprofessional for her to be shouting at us and threatening to report our group.

Hotel is ran by what looks like teens, Get some management with really experience and customer service skills,

The little girl ruined our stay with her...