We stay each year for my wife's birthday this was ...

We stay each year for my wife's birthday this was an awful experience.
On top of being in the unclean room cleaned twice still dirty, not allowed to upgrade being premium pass holders, TV not working, awful pillows, poor food we not had a good time at all or slept well. I would like a refund please. It really has been awful and I'm not sure we will come back we come to stay here annually. We have spoken to managers on site and offered 50% off our stay and they have seen the srate of the room for themselves. I have photos too.

Kelly renshaw we spoke to.

Also to be put in down graded room with pull out bed for my son is not acceptable. This room was cheaper and I can't believe we were down graded rather than upgrades at the time of check in there was an upgrade of room on the broom available but a manager said no. As it was too much of an upgrade to us.

I've never had this at alton towers ever. It's shocking.

Wife's birthday and family treat spolit and I won't get that time back.

Keeley in the restaurant is lovely. Member of staff.