Original article from Kent Live
Last week Folkestone's Grand Burstin hotel hit the headlines after a guest told about their 'nightmare' stay.
Daniel Brown and his family booked the one-star hotel for a staycation at the beginning of June but had a turbulent time.
Daniel's photos from his stay in Folkestone certainly seemed to back up his story of horrors.
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Britannia Hotels, which runs the Grand Burstin, were indeed ranked the UK's worst hotel chain for the eighth consecutive year in 2020.
However, surely a stay on the lovely Folkestone coast at the Grand Burstin can't be that bad?
KentLive has check out the hotel's most recent TripAdvisor reviews to see what guests have been saying – and it ISN'T that bad.
In fact, five out of the 10 most recent reviews gave the hotel between three and five stars.
One guest, who claims to come every year, said the Grand Burstin is "so comfortable for us".
'Grand Burstin is all we need'
They wrote: "Grand Burstin is so comfortable for us, almost all we need – car park, easy to reach from London, lovely location, nice views, some of our favourite restaurant just minutes away and very chatty seagulls around."
However, they did find problems with the staff who they deemed in need of "some team training about courtesy".
Another largely positive review wrote that the room was "clean and tidy even if a little dated and the food was served hot and tasty".
The hotel's entertainment on offer is frequently praised on TripAdvisor too.
One five-star reviewer called out those criticising the hotel as they praised their "cheap night away".
'Pay lemonade money but expect champagne-style, ain't gonna happen'
They wrote: "People pay lemonade money but expect champagne-style, ain't gonna happen."
Perhaps unsurprisingly, not all reviews defended the Grand Burstin.
One recent reviewer gave the hotel a one-star review and didn't hold back in their criticism.
They wrote: "Very disappointed in the hygiene of this hotel.
"No housekeeping, no clean cups, towels had to be exchanged at the reception.
"Bathroom not cleaned all week, toilet seat fell apart. Clean bedroom area also good cotton sheets.
'Chips, chips, chips, chips'
"Food was awful, chips every night same menu every day. It was like going to a chip shop for your dinner. Chips and fish, chips and ham and eggs, chip lasagne chips and burgers. Nothing else, soup was slimy.
"Desserts were poor gateau or ice-cream if you were lucky, no cheese and biscuits. Breakfast horrid too. Boiled eggs hard minus no egg cups. Bacon so hard. Won't go again."
Other unhappy customers on TripAdvisor mentioned the "rude" staff and "poor communication" as issues.
The Grand Burstin Hotel has an average rating of two and a half stars on TripAdvisor with 4,851 reviews left.