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Disabled man ended up sleeping in hotel bar as part of nightmare stay

A disabled man has threatened to take legal action against a hotel after he was forced to spend an entire night in the bar after being assigned a “children’s room” during his “nightmare” stay.

Mark Smith checked into the establishment on July 21 and was under no impression that his two-night stay with his friend would go downhill as quickly as it did.

The 60-year-old was required to queue for more than two hours to pick up the keys to his room at the Grand Hotel in Scarborough and saw other enraged customers come close to fighting in the reception of the seafront hotel.

Yorkshire Live reports that Mr Smith had been shielding due to the Covid-19 pandemic having suffered on a long-term basis with lymphedema, arthritis, severe asthma, sleep apnoea and anxiety.

Before his trip, Mr Smith ensured that he had a suitable room that would allow him to bathe his often swollen legs but instead, he states that he was given a stifling children’s room that only measured 6x8ft with an inadequate bathroom.

He said: “I had been shielding for a year and my friend had been looking after me and she said we should book it for a couple of nights but it was a nightmare.

“We checked in and paid. I said I called ahead and asked if they had the room I required. I said I needed a bath because I need to soak my legs at night.

“All the guy said to me was ‘I suppose you’re hankering for an upgrade are you’.

“I said no, I’m just asking for what I asked for.”

Mr Smith said he originally walked out of reception because of the stress and upset the whole ordeal caused him.

Mark’s room at the Grand Hotel in Scarborough

When he finally got his keys, he was mortified to find his room was entirely unfit for his needs.

He said: “I went up to the room and opened the door a little bit and I saw the edge of the bed by the door.

“It was a child’s bedroom. The fact you had to book a room with a window was laughable.

“I paid £10 extra for a window but I didn’t have a window, I had a tiny skylight in the roof.

“There was no air or light, the bed was fine and the room seemed to be clean, but it had a tiny shower so I couldn’t use it.

“I was there for two minutes and thought that this was no good.”

Mr Smith made his way to reception and moved past those in the queue to urgently seek help from staff.

When he asked staff members for the manager, he was pointed in the direction of a young man aged in his late teens or early twenties.

Mr Smith added: “I said ‘if he is the manager, we are all f****d’.”

Instead of spending the night in his tiny room, Mr Smith decided to stay in the bar area where he continued to try and get help from staff.

He said: “There was a lovely girl on the night reception and she kept bringing me cups of coffee. I was there until morning until another duty manager came on. He was able to give me a room then because someone had checked out.

“Because I hadn’t been to bed or had my legs in the bath, they were swollen. I was stressed, upset and I just said I will be claiming a refund.”

Mark had to pay an extra £10 for a room with a window - but was given a room with a skylight instead
Mark had to pay an extra £10 for a room with a window – but was given a room with a skylight instead

Mr Smith said that he intended to take legal action against those who run the Grand Hotel and wants compensation and a refund for his “nightmare” stay.

He added that he feels sorry for the staff who work there and is unsure how the hotel can continue operating in the way it has been doing so in recent months.

Mr Smith said: “I think the staff have just had enough. They looked lost.

“I spoke to three behind the scenes members of staff and they said it was the worst place in the world.

“They are getting treated like s***.

“I don’t know what the end game is for this guy, but it’s not going to end well for him.”

The Grand Hotel and Britannia Hotels have been contacted for a statement.

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