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87% would recommend it to a friend
The Grand Hotel & Spa
Beautiful hotel with a great location.
Friendly staff. Unfortunately our room was not ready on arrival & wasn't always cleaned before late afternoon (4-5pm) during our stay. Afternoon tea was delicious.
First impressions on entering are of a compact lobby for a luxury hotel, but the hotel hides a lot.
The room was very spacious and comfortable, with four excellent nights sleep. Breakfast was good, with fresh fruit and continental options included for our booking, but a supplement of £5.00 for one of several cooked options. The pool was most relaxing.
Could not fault this hotel.
Best 5-star my husband and I have stayed in.
The Grand Hotel & Spa
Very good as a treat quite expensive but good position for amenities.
The Grand Hotel & Spa
From the moment we arrived at the hotel to the moment we left we were made to feel exceptionally special, nothing was too much trouble for any member of staff, who were exceptionally welcoming, amazing hotel will definitely be back.
Very nice and friendly hotel
A wonderful mini-moon
Fantastic hotel with lovely staff.
When we got married we didn't get a honeymoon so this was our treat and it was perfect!
Mini bar left a sour taste in my mouth
We have stayed at this hotel previously, and always visit as a weekend treat, it is a very central location, so ideal for sightseeing & shopping, & I have always been impressed by the standard of the accommodation, the price of the rooms are really not cheap so I do expect to be impressed.
However, I did notice on this visit that some of the soft furnishings are starting to look old & a bit tatty, - the decorative cushions on the bed had some holes in them were they have become worn. For the high cost of the rooms, I would expect these to be replaced when they start to look like this but it wasn't a big deal. The part of our stay that really fell short on this occassion was the Customer Service. When I passed my debit card to pay for the room on arrival - We stay in lots of very nice hotels and this is one of the few we visit that make you pay upfront at reception before your stay rather than when you checkout, she asked me could I not pay for the room on a credit card rather than my debit card, to which I said no I didn't want to pay on a credit card I wanted to pay by debit card. The receptionist then said well I will have to debit an extra £100 off your card and refund it back to you tomorrow if your paying by debit card, for the mini bar in your room. I explained we had no intention of using the mini bar, so no I wouldn't allow an extra £100 to be debited from my account, and then have to wait for the money to be refunded back to me by the hotel - refunds can sometimes take a week or longer to go back into your account. The receptionist then said ok, but I will have to remove the mini bar from your room if you won't pay the extra £100, so I said fine remove the mini bar. We then went to our room on the top floor- we weren't told that only one of the lifts goes to the top floor, so ended up lugging our bags up the stairs to the top floor, and then had to wait to relax for a bell boy to come to the room and empty the mini bar. I did feel really sorry for the guy, he looked really embarassed that he had been asked to do this. The bit I don't get is the mini bar isn't automated where you automatically get charged, so you would have to tell reception what you had had when you checked out anyway, so I'm not sure why they had to remove the mini bar, it is obviously to try to force you to pay them the extra £100 or they think you are going to lie if you've paid by debit card. Either way appalling customer service for a 5 star hotel with 5 star prices hence the 1 * rating for customer service. I would stay again purely for location, but wouldn't reccomend to friends due to appalling customer service.
Excellent stay that exceeded expectations
I booked the room for our wedding anniversary.
I knew the cost was at the upper limit of our budget but the size of the room, the cleanliness and the quality of it was superb. Minor marks knocked off for a grubby mark on the curtain and the windows difficult to use. There was also some noise outside which I don't think could be helped. As soon as we arrived the staff made us feel welcome (which isn't easy for me as I often feel intimidated by posh, grand places as if I don't belong!). We were offered a complimentary glass of champagne each and every member of staff were sure to say "hello" when they passed us. Breakfast was excellent and allowing us still to use the spa after we had checked out was a generous touch. I would recommend this hotel to anybody visiting York. My only worry is that I might become too accustomed to such luxury!
A relaxing break
Check in was 3pm but we were kept waiting for 45 mins as we chose not to accept a ground floor room.
A complimentary drink would have been appropriate. This was not an ideal start. Generally had a pleasant stay. The first night's sleep was disrupted by noisy students outside the hotel but the duty manager kindly offered us an alternative room which had a nicer bathroom and was quieter. An upgraded room would have appeased the chore of packing up our belongings again though.Rooms and service lacked the 5 star factor.