A GUEST who stayed at a four star hotel near Basingstoke described her visit as “hell” after discovering mould on the ceiling, a broken sink, cobwebs in the restaurant and empty glasses left around the pool.

Sarah Tolley booked what she hoped would be a luxury weekend away with her mother at Basingstoke Country Hotel in August, but the pair ended up paying to use the facilities at another hotel because they were so disgusted by what they found.

The hotel, which is part of the Britannia Hotels group, is rated as one out of five for hygiene, meaning ‘major improvements’ are needed.

Inspectors labelled its hygiene, safety and structural compliance as ‘poor’ and found ‘little’ confidence in management after their visit in June.

The hotel, in Scures Hill, Nately Scures, is described on its website as having “impressive facilities” and offering guests “the chance to unwind and take in the tranquil surroundings”.

But Miss Tolley said her experience was far from what she had hoped.

The 35-year-old, who lives in London and works in finance, said: “Upon arrival the front desk staff member was wearing trainers, hanging baskets outside were dead and the hotel on first look appeared tired and dated and not like the photos online.

“In the bathroom there was mould on the ceiling and the tap in the sink was broken. There was a used tissue on the floor between the beds and the room was dusty.”

She ended up paying £110 to use the facilities at the Four Seasons Hotel in Dogmersfield instead, and said she would have paid to stay elsewhere but because it was August she was worried everywhere would be fully booked.

Miss Tolley said the spa facilities were dirty, and she found glasses, bottles and towels left out from the previous day, and the Jacuzzi out of action.

She added: “The gym had a leak in the ceiling and the swimming pool area was dirty and old. The ladies’ changing rooms were disgusting and smelly. When we asked staff about the Jacuzzi we were told it had been broken for over a week. There were only six sun loungers, all of which were broken.”

She complained to the receptionist, but was told he had only been working there a week and could not help.

He said the manager did not start until 3pm and so advised her to email her complaint instead.

Miss Tolley said: “There should always be a manager around. What annoyed me was that we had to pay extra to go to another hotel. Me and my mum go somewhere every year, it’s time for us to spend quality time together and have a girly weekend and relax, but it wasn’t very relaxing.”

She has since complained to Britannia Hotels and eventually received a response from Aquleem Khan, the general manager, who offered a return stay for £50 including dinner, bed and breakfast.

He said: “I was disappointed to learn of the poor experience you had with us in all respective areas. I would like to assure you that your comments will be taken on board.”

Miss Tolley said she was not happy with the response.

Britannia Hotels did not respond to The Gazette’s request for a comment.