A couple have told of their nightmare stay at one of Birmingham's notorious city centre hotels.
Robert Russell, 37, and Karen Mccausland, 35, travelled to the city from Reading, booking a four night stay at The Britannia Hotel in New Street.
But when they arrived they claim they were faced with a shocking catalogue of problems - from broken lifts to being forced to barricade themselves in their room at night because the door wouldn't lock.
It is not the first time the hotel has come under fire, having previously been compared to Fawlty Towers with a catalogue of complaints on TripAdvisor.
Unhappy guests staying at the city centre hotel have reported shocking discoveries on the customer review site- even claiming they saw bloodstains in their rooms.
In the latest complaint, Robert and Karen, who had come to Birmingham to visit the This Morning Live show at the NEC last month, contacted BirminghamLive claiming they were confronted by broken lifts, mousetraps, cigarette butts and foul smells before other guests tried to force their way into the room.
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Speaking about their trip Mr Russell said: "Before we even arrived someone on the train asked us where we were staying and when we said the Britannia she said that it was the worst hotel in Birmingham.
"We thought she was winding us up but when we got there we knew we were told right.
"We got through the hotel door and only one lift was working for all 919 rooms. So we had to wait for about 25 minutes for it. I just said to myself 'What sort of hotel is this?'
"In our room there was a bad smell. There was not much air in there because there was no air-con and the windowsill was full of cigarette butts."
Mr Russell said they made a complaint to the supervisor who looked into moving them into another room.
In the end the couple stayed in the original room but asked management to do something about the odour.
Mr Russell said: "The supervisor came up and sprayed something and it smelt a bit better for a little while.
"But in the the bathroom there was hole in the sink so we could not have a wash. The shower head had damp on it so we could not use it for three days. There were also stains on the wall by the light switch near the door."
Mr Russell claims he also saw mousetraps and mouse droppings in the corridors.
Mr Russell suffers with epilepsy and says that his condition worsens with a lack of sleep.
He said that during his stay: "There was also no latch on the door so we had to put a chair up against it to keep anyone from entering. Early on the Saturday night someone tried to get into our room. My partner called out to them and said that we were in it and that they must have been given the wrong number."
Throughout the night Mr Russell claims he had to make four calls down to security with noise complaints about other guests.
Mr Russell said: "We were so happy to leave. They need to sort their hotel out fix the problems. They need to get it renovated."
BirminghamLive has repeatedly contacted the hotel for comment on the latest complaints.
Mr Russell paid £168 for his stay and booked through Booking.com.
He claims that despite raising his complaints with the hotel at the time it only offered him a £29 refund.
Mr Russell remained in the hotel for the duration of his stay and has since been offered a full refund by the Booking.com customer service team.
Mr Russell's experience was not an unusual one.
The hotel has received over 1,600 reviews rating it as "Terrible" on TripAdvisor.
Only 438 reviews have said that the hotel is either "Excellent" or "Good".
One user said:"Never been to anywhere so terrifying. Blood on the floor, curtains, walls of both our rooms."
Another posted a comment along with her pictures that read: "We discovered there was some sort of blood splattered over the curtains."
Find out what happened when we reviewed Britannia Hotel HERE.
