Bosses of a Devon motorway service station have rejected claims that it is the worst in Britain.
Cullompton services: Which? directed drivers to Exeter
Consumer magazine Holiday Which? said the services at Cullompton on the M5 were "little more than a McDonald's next to a petrol station".
It said drivers would do better going to nearby Exeter services instead.
But the Swayfields group of companies, which includes the company behind Cullompton, Extra MSA, said the report is not fair.
Managing director Andrew Long said £300,000 has already been spent on the site and there are more improvements in the pipeline, including a new toilet block.
He also said Which? only made one official visit, which was not enough to make a judgement.
"It is not an accurate description of the facilities at Cullompton," Mr Long said.
"We clearly have had a problem with the toilets. But I understand Which? only made one visit in August, so it was unfortunate that they caught the site on a very busy day."
Neil Fazakerley, from Which?, said he made one official visit in August last year and another researcher made an unofficial visit in August or September.
He said: "I went in August because that is the peak holiday time. If we inspected in the quietest period of the year of course you would expect they would be able to keep them clean."
He added: "I would not want to stop there unless I really had to.
"There were loos unflushed. There was a missing seat, there was a broken lock, the floor was wet and I was getting seriously irritated by rather loud music in the background."