Well where do I start - this is the email I sent to the establishment - I have yet to receive a response. I sent the email on 20th October 2025.
Good Afternoon,
I am writing to raise a formal complaint regarding my recent stay at the Old Hill Hotel in Meriden, during which I booked the Nicky Pod for £100 on 25/10/25. Unfortunately, the entire experience fell far below acceptable standards — both in cleanliness and functionality — and I am requesting a full refund as a result.
When I arrived, the pod was visibly unclean. The floors and wall had visible dirt and stains, the microwave was unclean (dried bit on the corner) and there were general signs of poor maintenance and hygiene. The towel folded on the bed was stained, which is highly unacceptable and unhygienic. The shower had no hot water as the boost system was not functioning, leaving us unable to wash properly.
I have a video of the water not draining from the shower but I can not upload it here.
As the pod manager had already left for the night, I reported this to the restaurant staff, who kindly arranged for us to move to the family lodge. While I appreciated their efforts, this accommodation was also unsatisfactory. The shower drain was blocked (picture shown) and full of hair and foam residue, and despite removing what I could, the water still did not drain away.
Considering the lodge is suited for a family of up to six people the shower should be immaculate. It should be cleaned and unblocked every month or so and the water pressure shouldn’t be a light trickle.
The restaurant experience that evening was equally disappointing. Our second round of drinks were brought out before the first, and the Baileys floater was initially served without Baileys. Thankfully, one member of staff noticed and corrected the mistake before my partner realised or took a sip — they also kindly comped both delayed drinks without neither of us needing to ask. I asked the lady that served me originally if I could keep the menu incase I wanted to order more drinks/ dessert. Not once did she mention that there was a separate dessert menu that the menu I had didn’t cover - a separate member of staff told me that.
To reiterate I appreciate the positive response from the restaurant staff and the willingness to rectify any issues that arose.
The whole experience overall highlights the lack of organisation and communication among staff.
When I ordered the £19 special, I was not informed that the broccoli listed with the dish was unavailable. I was only told this after the meal was served, after I had mentioned the missing item. it was made out as if it was an optional extra but it was part of the main menu. The explanation kept changing first being told I could have it, then that it wasn’t available for the dish but could be put on ( I assume that means they only had short broccoli instead of tenderstem) and finally that it wasn’t available at all. The dish itself arrived with packet mash, which for the price, was quite poor value.
I had asked the general manager for the email of the accommodation, who then gave me the business card of the restaurant which wasn’t suitable for my needs.
I then asked who I presume was the deputy manager of the restaurant for the email of the accommodation while she went to go get my drinks, she didn’t give it to me either upon her return with my second round of drinks.
I then asked another member of staff for the email for the lodge when he came to deliver my food, This member of staff was very helpful, I appreciate his help but I should not have to ask for a simple thing three times from three different people.
I want to acknowledge that Lucy, the restaurant manager, was as helpful as she could be in the situation, but it was clear that the whole setup — from communication to cleanliness — was disorganised and below standard.
I would like to reiterate Lucy is the restaurant manager and has no control over the hotel side of things.
Given the unacceptable hygiene, lack of working facilities, and poor service throughout, I believe a full refund of £100 is completely justified. I have attached photographs to support my complaint, showing the condition of both the pod and the lodge.
Lucy can attest to the conditions of the pod.
Please confirm receipt of this email and advise when I can expect a response and refund.
