We too stayed there last weekend. We arrived around 1pm on Friday and were told to come back at 3pm. At 3pm we were left waiting for ages, then told there were no rooms available and there 'might' be one 'later'. We said this was unacceptable and asked to see the Manageress. Apparently she was busy. There were several other people also trying to check in, without success. We made such a fuss that one of the clerks who was on his way off duty went behind the desk and gave us a tiny room. He said if we stood it for one night, he would upgrade us the next 2 nights. So we dumped our stuff and went out. When we got back an hour later our key card didn't work. The housekeeper let us in, and as well as our things, someone else's stuff was there. Back down to reception, and we discovered that the room had been double let. This apparently happened to several other people, including the bridal suite! It was absolute carnage. One guy had been told to come back at 3, then at 4, then at 5, then at 6. Then they asked him to be patient! The manageress basically went into hiding in her office and refused to come out (I went in to fetch her at one point) and left a very young, inexperienced reservations clerk to take all the flak. Apart from being unfair, this is appalling management practice. Fortunately for him, all of us realised that it wasn't the poor lad's fault. There was also a wedding party in tears because half of them didn't have a room. i gather some were moved to another hotel in the end, which is hardly ideal. We eventually were given a junior suite and a refund for one night, but this really didn't make up for the incredible hassle. And our window was above the 24 hour National coach station and a nightclub so was incredibly noisy all night. They said their computer system had been down, the linen hadn't arrived etc. but basically didn't seem to have a clue what they were doing. Both of the following days we had to ask for the toilet rolls, towels, milk, coffee etc. to be replenished. I had to get my card reprogrammed a total of 5 times over a 3 day period as it kept not working. We stayed there a year ago when it was a Radisson Blu and it was fine. On the keycard it now says Britannia Hotels, who own the appalling Albion next door, so if they have bought the Royal York then it is only going to get worse. To be fair, our upgraded room was very nice but even on the next day, every time we went through reception there were people trying to get the room they had booked, complaining about lack of towels, cots etc. On Monday morning there was still a sign in front of one of the doors in reception saing 'Wedding Breakfast'. That had taken place on the Saturday. How difficult is it to move a sign? Just symptomatic of the general lack of organisation and management. Definitely would not go there again.
If you do stay there, ask for a room at the front of the hotel, not the back. The back is over a 24...
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