All expense was spared in the creation of this shoe box of a single room (room 15). The uncomfortable bed was rammed up against the stud wall of the ensuite. Another stud wall divided this single and the neighbouring double through which conversation and everything else could be heard. The welcome tray contained only one type of tea bag and contained just one miserable biscuit, but these were left untouched as the kettle did not work. The en suite had dodgy plumbing, the toilet seat was loose, the toilet roll holder was broken. The heater in the room was falling off the wall. There was a window, but it opened only a fraction - to stop any desperate occupants from throwing themselves out, I suppose. I had planned to stay two nights, but couldn't bear it, so left early after two desperately needed cups of tea and two pieces of (cold) toast. Never again Sandbeck. Never again
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
15 November 2011
This is the normal kangaroo court Trip Advisor drivel that as a hotel proprietor I have to put up with. Whilst you are at the hotel we are given no opportunity to resolve any of your so called issues. You do not make any comments about the room on arrival so we may if available offer you alternative room with a different layout that may better suit your requirements. You come down to breakfast the next morning complaining of a dodgy meal in Whitby the night before and ask only for tea and toast. The hot toast comes straight from the automated toaster to your table but it now turns into a poor breakfast of tea and cold toast, no mention of the vast choice you did not want. You depart and within the confines of your own home you are allowed apparently legitimately to say virtually whatever you wish against a business working hard to build a quality establishment and post your drivel on trip advisor. I have no desire to respond to your review but have no choice but to waste my time and do so.
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“All expense was spared in the creation of this shoe box of a single room. The uncomfortable bed was rammed up against the stud wall of the ensuite”. In reply it is not as small as you make out as many people happily stay in that room for upto a week with no complaints or problems and I am not sure how you ram a bed up against a stud wall, there are no visible marks but you make it sound so dramatic. As with most of our mattresses they are expensive hotel quality heavy duty type and we have had no previous complaints. The welcome tray contains tea, coffee, hot chocolate and both plain and chocolate biscuits (well liked as stated by previous reviews). There is a free selection of 12 Rington’s Teas available in the honesty bar and in the dining room; all you had to do was ask we would have delivered. In future try plugging the lead firmly into the back of the kettle. Not sure what the dodgy plumbing is that you state but the toilet seat was firmly anchored, however the lid did move slightly, now fixed and in 2 minutes I tightened the loose (hanging at a slight angle) but not broken toilet roll holder, as we always say to guests if you do not tell us we cannot fix it. Furthermore we would never let an electric heater get loose on a wall never mind fall off, it had in fact been installed by the previous owners on a bracket angled between the skirting board and the wall and you could have jumped on top of it and it would not have moved. By sheer coincidence this week as part of our ongoing improvements brand new heaters are being installed in many of the guest bedrooms and room 15 is one of them. The window does indeed open wide but has a child safety lock fitted and this quite simply was your problem but as you state it stops desperate occupants throwing themselves out, again you make it sound so dramatic. Never again Sandbeck. Never again. At last a true statement is made and for you that is absolutely correct, never again will you stay at the Sandbeck.
We have spent a considerable amount of money on renovations and improvements and will continue to do so over the winter. Also we pride ourselves on good service, food and cleanliness which are greatly appreciated by guests and as such buy quality food and employ a lot of staff. Of course we are happy to listen to genuine guest comments and will try our utmost to resolve the issues immediately or long term take them on board during the refurbishments. Guests constantly use the rooms and we accept things do break or become loose so we rely on the guests to tell us so that we can at least have the opportunity to fix it, particularly before the next guest arrives. We truly want you to have an enjoyable stay at the Sandbeck and go out of our way in setting the standards that make it so, proof is the vast number of returning guests and recommendations.
This response is the subjective opinion of the management representative and not of TripAdvisor LLC