ROBERT HARDMAN checks into hotel that fined a guest £100 for complaining

Fawlty Towers eat your heart out: ROBERT HARDMAN checks into hotel that fined a guest £100 for complaining 

Even Basil Fawlty, at the end of his tether, would never have come up with something quite as idiotic as the customer relations policy of Blackpool's Broadway Hotel, writes ROBERT HARDMAN. Confronted with a string of complaints on customer ratings website TripAdvisor from a recent guest, the management could have a) offered an apology, b) offered a refund or c) offered a defence. Instead, they had a better idea. They fined the unhappy customer £100.