Jaye Grainge, a 29-year-old nurse from Stockton-on-Tees, and her husband Jay, a 30-year-old chemical engineer, drove three and a half hours with their two young daughters to celebrate their fourth wedding anniversary at Wrexham Llyndir Hall Hotel by Belvilla. Upon arrival, the couple found the hotel bore little resemblance to the images they had seen online.
"In the pictures we'd seen, it looked lovely, a nice country hotel," said Jaye. "When we arrived, we wondered if we'd got the right place. The lawns weren't being cut, so it looked unkempt, and the render was coming off the hotel walls."
Interior Conditions Worse Than Expected
The couple claimed the interior was even more concerning. Curtains and doors wouldn't shut properly, carpets were heavily stained, blinds were missing, lampshades were damaged, and toiletries were not provided. The restaurant and spa were padlocked, the television was not working, and hallways were cluttered with hotel supplies and equipment.
"Inside, the room looked dirty. The carpet was stained and hadn't been vacuumed. The curtains wouldn't close properly and the blinds were missing, so I didn't get much sleep during the two nights we were there," Jaye added.
Parking Charges and Lack of Assistance
Compounding the disappointment, the couple paid £15 upfront for three days of parking after seeing pay-on-arrival signage, only to later discover parking was complimentary for guests. The receptionist did not offer help with their luggage, which included travel cots.
"Milk and sugar were left by the kettle, but there was no coffee or tea. The TV wasn't working – the staff member said he'd get it replaced, but it wasn't. It was the last time we saw anyone at the hotel," Jaye explained. "Later, we were told that, if we wanted to speak to someone, we should have gone outside, rung the bell and used the intercom."
Hotel's Recent History and OYO Rooms
Grade II-listed Llyndir Hall was a well-known hotel and wedding venue until its closure in 2022. Last year, it was purchased by India-based OYO Rooms, one of the world's largest hotel chains, and began operating under the Belvilla brand earlier this year. Reviews quickly emerged, with guests complaining of a "haunted house" vibe and "bad DIY SOS" appearance.
One woman claimed she had to sleep in her car after being denied entry due to a lack of hot water. In April, Wrexham Trading Standards investigated complaints about bookings not being honoured. OYO Rooms said problems were temporary due to renovations and had been "fully resolved," adding that the company was "honouring all confirmed bookings."
Ongoing Complaints and Safety Concerns
Since then, additional negative reviews have cited "overflowing bins, piles of fag butts," and "shabby and tatty" rooms. Some customers complained of parking fines and missing toilet paper. A Leicestershire man found "what appeared to be a used razor hanging over the bath." However, some reviews were positive, praising "helpful" staff and "modern" rooms.
Jaye also expressed concern about the keyless locks, which use a PIN code. "During our stay we could hear random children running up and down the corridor outside our room. Occasionally they'd stop to try the keycode, which was slightly worrying."
Aftermath and Refund Request
Citizens Advice recommended the family write to OYO via recorded delivery, requesting a refund of £275 plus £15 for parking. The couple received an informal reply but no formal response yet. OYO Rooms previously stated that customer grievances were linked to a brief period with an "unexpected hot water issue" and confirmed the hotel was undergoing refurbishment while still welcoming guests.
Wrexham Council declined to comment, but earlier stated the hotel was "co-operating" with Trading Standards and that officers had attended to advise on legislative compliance.
