Hy Hotel Lytham St Annes , BW Premier Collection

We returned to this hotel having stayed there just over a year ago when it first opened expecting the same excellent standards we experienced then, particularly given that the hotel has been closed for much of the year due to Covid. Unfortunately this is not the case and standards and service have slipped quite significantly. Ii know that Covid has placed some limitations on hotels and have taken this into account, however the information we received from the hotel lacked key details and the standards in the hotel were not up to what we expected or enjoyed last time. Despite having an apartment that could sleep 6 there were only 2 or 3 of many kitchen items meaning that not everybody could dine together as we had to wash up bowls and cutlery in between. The availability of key cooking equipment to be able to self cater (as is required at the moment as restaurants are closed) was not there with the only utensils being a tin opener, fish slice and a potato masher. I've stayed in a static caravan for a week at the same price as we paid for a night and they were far better equipped. There was no tea and coffee in the room, despite this being listed on the website. We were told this was due to council rules not allowing shared items in the room that others may have touched. Yet bottles of soap and shampoo were in the room that others would have also touched. To expect people who are paying 5 star prices to then purchase tea and coffee from reception is rather unreasonable! We managed to book the swimming pool however this isn't being managed by staff. There is supposed to be a fixed time slot and cleaning in between. This isn't taking place and the previous booking were still in there when we should have been and the changing rooms had clearly not been cleaned with dirt on the floor and dirty towels left on benches. Not acceptable in these times. less

Stayed here for 2 nights for a much-needed family staycation. The staff were very friendly. The apartments are top-notch, my wife loved the style of the decor used throughout. We'd love to know where the beds are from, it was the best night's sleep we've had in ages! The only thing I can fault is there aren't any coat hooks for big coats but a very easy fix! less

Imagine the disgust at finding this much filth on your finger from the towel rail? And the minty 'dust magnet ' fake plants....get some proper cleaners and proper cleaning products. Dirty. Considering they kept us waiting an hour while the room was being cleaned, this was a joke. Covid regulations completely disregarded less

Location excellent, free parking. Minutes from supermarket and town centre. No frills room (209) top floor. Everything you need for the basic stay is there. The sofa was very uncomfortable and the room was very hot even when heating off. Lots of work refurbishing near by apartments so a bit dusty at times but this will resolve itself on completion of the works. Its OK for work but definitely not 5 star! less

Hy hotel cancelled our July stay with 5 days notice, because they were overbooked, so we rebooked for August. On arrival found we had been 'upgraded' to a 2 bed apartment on the 3rd floor (lift not working and old narrow staircase). It was in the eaves and excessively hot (no aircon). The lounge was dark and oppressive with low windows, the 2nd bedroom was the same. I returned to reception to say I couldn't stay in there for 3 nights. Reception were very helpful and moved us to a ground floor one bed apartment, which we had originally booked. It was nice, however anybody parking their car or walking past could see directly into the living room. After walking around the town, along the front and having lunch for a number of hours on the second day, we returned to find, to our horror, that the driver's side rear bumper of our car had been badly damaged. We went directly to Reception to report this and Joel joined us to view the car. We all agreed that the damage hadn't been caused by the current car parked next to ours. Joel confirmed that they had CCTV and said he would review the footage. A few hours later he came to advise us that the damage had been caused by a gym member and that he would make contact with him. We spoke again on checking out and were advised they were still trying to contact him and would message us when they did. To cut a very long story short. Following lots of correspondence back and forth, the hotel conveniently couldn't recall who the member was. We then expected the hotel's Public Liability insurance to kick in - which it didn't. Two months later we were sent a picture of their shiny new disclaimer sign, which wasn't there in August. They have insulted our intelligence every step of the way, which I blame on the owners, not Reception, who were as helpful as they could be. What started out as a good Travelzoo deal cost us dearly financially, through no fault of our own. It also caused us great distress (we had only bought the car 2 months previously) and ruined our first 'holiday' in 2020. The two stars awarded are one to Reception and one because the apartment was nice and it was clean. less