Cross Keys Hotel
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Cross Keys Hotel

Middlesbrough Rd Upsall, Guisborough TS14 6RW England
Traveller (81)
Huge christmas dinner
Dining (10)
Bedroom 4
Room & Suite (10)

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About

3.5
#2 of 2 hotels in Guisborough
3.8 of 5 bubbles
Location
4.2 of 5 bubbles
Cleanliness
4.1 of 5 bubbles
Service
3.8 of 5 bubbles
Value
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HOTEL CLASS
Star ratings are intended to indicate the general level of features, amenities, and services to expect. This property is classified according to Giata.
3.0 of 5 stars
HOTEL STYLE
Family
Mid-range
Languages Spoken
English
Property amenities
Free parking
Parking
Free High Speed Internet (WiFi)
Wifi
Bar / lounge
Restaurant
Non-smoking hotel
24-hour front desk
Breakfast available
Room features
Flatscreen TV
Bath / shower
Room types
Non-smoking rooms
423Reviews1Q+A87Room tips

Reviews
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Detailed Reviews
RoseberryTopping wrote a review Feb 2020
Looe, United Kingdom
3.0 of 5 bubbles
On arrival at the hotel we were greeted by a really friendly helpful member of staff who made us feel very welcome. Our room, at the front on the ground floor, was horrendously hot, so we opened the window, which was a mistake because of the really busy dual carriageway only a few feet from the window. I knew about that having been born and raised in the area some years ago, so during the daytime it wasn’t a problem. However, the room was still incredibly hot with the window open, so it had to stay open all night. Thankfully there wasn’t too much traffic to disturb our sleep. The room was clean and the bed was very comfortable. The pillows unfortunately were not at all comfortable and we both woke with stiff necks. There was a good breakfast choice, but the coffee wasn’t particularly nice, being very bitter and the sausage in the full English was awful. We would probably stay again if ever we are in the area, but we would probably not choose to dine in the restaurant after our experience. And we never found out why there was a rolled up towel in the corridor at the bottom of the door to room 1!
Eleven of us booked in to the restaurant some weeks ago for a school reunion. What should have been a wonderful time for us to see each other after 51 years was a little bit spoilt by the disaster that was dinner. At the request of the restaurant manager, we had ordered our meals a week prior to the event to ensure that we were served in a timely manner. Our table was booked for 7pm and we were seated fairly promptly but by 8pm only the starters had been served to those who ordered them. Some of us were offered baked beans with our fish and chips as the restaurant had run out of garden peas. Needless to say no-one wanted that particular culinary experience. The food when it arrived was warm and while the fish was nice, it wasn’t really anything to write home about. It was nearly 10pm by the time the dessert menus were presented to us, at which point I asked to see the restaurant manager, who came over to our table very quickly and deducted the price of all the desserts and a further 25% off our total bill. Apparently they were short staffed. Bearing in mind that there was a 21st birthday party booked in, plus our “large party” (their words, not mine), as well as the restaurant being it’s usual very busy Saturday night, I would have thought that rather than being short staffed, more staff would have been drafted in to ensure diners didn’t have a long wait. As some of our party were former teachers I think the phrase “must try harder” would be appropriate.
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Date of stay: February 2020
3.0 of 5 bubblesRooms
3.0 of 5 bubblesLocation
3.0 of 5 bubblesService
Room Tip: Ask for a room at the back rather than the road side. The views aren't as good, but it's...
This review is the subjective opinion of a Tripadvisor member and not of Tripadvisor LLC. Tripadvisor performs checks on reviews as part of our industry-leading trust & safety standards. Read our transparency report to learn more.
Response from Greene_K1ng, Manager at Cross Keys Hotel
Responded 3 Feb 2020
Thank you for your recent review of The Cross Keys and accept my apologies for what should have been a better experience for you. As you have mentioned, we were aware that the experience was not as it should have been, and your group was compensated on the night. In relation to being short staffed, we had illness from the team that morning, and could not get any extra cover from our pub as holidays had been booked, or from a local pub to help. We do "try hard" to make sure that all our guests have a wonderful time with us, but unfortunately we don't get it right all of the time. We don't often get complaints about the pillows so will mention this to Head Office, and the temperature in the rooms are controlled by the radiator in the rooms so could have been turned down if needed. Thank you again for your feedback, I will be sure to use this for training the team going forward
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jackie g wrote a review Aug 2020
4.0 of 5 bubbles
We have just returned for a two night stay.
We felt very safe in the hotel and restaurant regarding Covid-19. Hand sanitizer throughout, disposable menus and the room was clean and tidy.
The restaurant staff were very friendly especially the lady with the broken finger! Didn't catch her name.
Food and drink was very delicious, a tad overpriced but we enjoyed it. The beer garden is especially nice when the sun came out.
Location was ok, half hour drive to Whitby. Didn't manage to walk in the near by forest as it rained unfortunately on our stay.
The only one negative comment would be the paper thin walls in the room. Next doors TV kept us awake.
The noise from the road wasn't a problem if you closed the window, but did leave the room stuffy and warm, we used the fan provided which helped.
Overall we had a nice stay and would return!
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Date of stay: August 2020Trip type: Travelled with family
This review is the subjective opinion of a Tripadvisor member and not of Tripadvisor LLC. Tripadvisor performs checks on reviews as part of our industry-leading trust & safety standards. Read our transparency report to learn more.
Response from Greene King, Owner at Cross Keys Hotel
Responded 15 Aug 2020
It's wonderful to read your comments jackie2059. I will make sure that Tonya gets to see this (lady with the broken thumb). It's always a pleasure to hear that people have enjoyed themselves. If there were any issues, no matter how small, we are always happy to help where we can. We could have spoken to the room next door and asked them to turn the TV down for you. We hope to see you soon!
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lambownumber5 wrote a review Aug 2021
Sheffield, United Kingdom
3.0 of 5 bubbles
£150 for x2 nights was a touch expensive without any breakfast but as a former Premier Inn, the rooms are spacious, fairly modern and comfortable.

When you arrive beware of the etrance which quickly comes upon you on the fast flowing Middlesborough Road and is easy to miss. Also getting back onto the road from the car park is an extremely risky process as cars tramming at 70-90mph are coming round the corner with little visibility.

Beds were comfy (could have been x2 singles pushed together though) and our 4 year old was well happy with his pull out bed. The bar is a nice chilled out place and although the location is a bit out of the way it is quite good as a base for exploring the north coast from or if you have business in Middlesborough. The shower shower could have been more powerful so a bath was a better option and the internet/ cloud needs sorting as it is pretty much unusable.
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Date of stay: September 2020
3.0 of 5 bubblesLocation
4.0 of 5 bubblesCleanliness
4.0 of 5 bubblesService
This review is the subjective opinion of a Tripadvisor member and not of Tripadvisor LLC. Tripadvisor performs checks on reviews as part of our industry-leading trust & safety standards. Read our transparency report to learn more.
Response from Greene King, General Manager at Cross Keys Hotel
Responded 28 Sept 2021
Thank you for taking the time to tell us about your recent stay with us and accept our apologies for it not being to our usual standards. All the properties along the road have the same issue with water pressure, but this is a conversation we are having with our Head Office team to try and find a suitable resolution for. The Wi-Fi issues are mainly down to a local mast that provides the service being burnt down. This also affects the TV stations and phone signal. All we can do is wait for them to repair/rebuild the damaged mast as the temporary ones in place aren't the greatest and the service keeps dropping out due to the demand placed on them. Thank you again for taking the time to tell us how we did
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ALss wrote a review Aug 2021
Oxford, United Kingdom
2.0 of 5 bubbles
Ok for one night stop over but no more - tired hotel

Bedroom was a good size but right next to dual carriage way, we could not leave window open at night due to traffic noise. The mattress ‘twanged’ every time one of us got in bed. The sink cabinets had bits broken off and the bath creaked and groaned when having a shower and water did not drain fully.

The WiFi was extremely erratic - hotel manager blamed lack of fibre but that does not explain lack of decent routers placed within the hotel. No area of the hotel was great. What made this worse was that the mobile phone network is really poor and also the TV was not working due to a ‘mast fire’ affecting everyone I assume who did not use satellite dishes. Could not use an iPad to catch up the news etc due to the poor signal and non existent WiFi. My step daughter had to sit at the window in her room to try and get a signal and light switch button was missing for her downlights.

Breakfast was slow - 45 minutes on the first day from sitting down and ordering until it was served (and we had to prebook) and the quality of cooking varied throughout our stay.

The restaurant area was the nicest part of the hotel in terms of appearance etc and we did have a nice lunch there on one of the days.

What I will say is that we probably would have tried to have found another hotel if it had not been for the helpfulness and friendliness of the staff as well as the constraints of the area and it being summer holidays.

It has been a while since I have stayed at a hotel I could not wait to leave.

Sorry Cross Keys!
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Date of stay: August 2021Trip type: Travelled with family
Room Tip: Avoid room overlooking dual carriageway
This review is the subjective opinion of a Tripadvisor member and not of Tripadvisor LLC. Tripadvisor performs checks on reviews as part of our industry-leading trust & safety standards. Read our transparency report to learn more.
Response from Anthony Ruecroft, General Manager at Cross Keys Hotel
Responded 24 Aug 2021
Thank you to let us know how we did and for taking the time to review us. Please accept out apologies for it not being up to our usual standards. It is very disappointing to hear that your room wasn't to standard - I will pass on the status of the rooms to staff and have them reviewed. We are in ta lks with our head office team and hopefully due a refurb in the near future, so this should improve our rooms, bringing them back up to date. This also does include talks about our wifi - as we do have several routers across the buildings but has done little to improve the service for guests. The TV issues are due to a mast fire causing issues for the region and temporary masts have not been fully successful - we have had to call engineers out to aid in improving the situation. However this was unfortunately too late for your stay to be affected. Thank you again for taking the time to tell us how we did. We will pass onto staff your comments, both negative and positive, so to improve our service in the future
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Leigh K wrote a review Sept 2020
Stockton-on-Tees, United Kingdom
1.0 of 5 bubbles
I would like to start this review by adding that we have visited this restaurant at least half a dozen times and each time advocated it to our friends and family.

The place was busy, Sunday afternoon so understandable, the timing for us to get to the drinks order and starters was a little excessive although as mentioned the place was busy.

One of my favourite dishes is the 'Stilton and peppercorn mushrooms' (starter), the fish came and the stilton was completely absent from the dish and the accompanying bread was completely burnt, the mushrooms looked like they had been in the drive fro weeks and overall it was a disaster.

I ordered a sirloin steak as the fillet amongst other items were absent from the menu, I specifically asked for it medium rare, but mentioned before it arrived that if the chef can't get a starter correct then I hold no hope for the steak, the steak arrived and low and behold it was well done.

My partners food was also very sub par, the kids meals I can't really speak for as the pizza is a Chicago town pizza microwaved and the Sunday lunch is cheap veg and reheated meat.

The best part about the visit was the Moretti on tap which was well in truly needed to deal with the terrible food.

As for social distancing and being responsible, as we approached the door way to enter the one way system into the building, there was a crowd of 6 people waiting (presumable for a table or for others to arrive), we had to brush passed this crowd with our children to enter, as we arrived in the building again there was a queue and people walking around all over the place. A rethink is definitely needed.

I will add the service was great.
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Date of stay: September 2020
2.0 of 5 bubblesCleanliness
4.0 of 5 bubblesService
1.0 of 5 bubblesSleep Quality
This review is the subjective opinion of a Tripadvisor member and not of Tripadvisor LLC. Tripadvisor performs checks on reviews as part of our industry-leading trust & safety standards. Read our transparency report to learn more.
Response from Greene King, Owner at Cross Keys Hotel
Responded 9 Sept 2020
It is disappointing to read of your experience with us on Sunday. We have taken a lot time and care to implement a new safe way working to ensure that we are as COVID safe as possible. You can see from previous reviews than we have accomplished this and as mentioned Sunday was a busy day. We had an issue where reservations and walk-in tables had arrived at the same time, causing a bottle neck at the host point. We have advised since reopening that walk-in tables would be restricted, and that you should try and book before you arrive. We have also advised for reservations to only turn up for there allocated times, as this could cause bottle necks at the host point. The Eat Out To Help Out scheme has caused a nightmare with our suppliers and unfortunately, we have been unable to get some items replenished. If there were any issues raised during your visit, we would have happily tried to rectify them to your pleasing. You have mentioned that you have visited frequently, and it is a shame that this one off occasion will put you off coming again. Thank you again for taking the time to let us know how we can improve. We hope you will consider us again in the future. Take care.
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Travelers wrote a review Jul 2021
3.0 of 5 bubbles
This was the second time we’ve stayed. The room and breakfast were fine. This time the drinking glass in the bathroom had a long brown hair attached to it. The room was so hot it was hard to sleep. Even with the small fan pointed directly at us. Trying to eat breakfast was hard. The amount of bugs flying around the table was disgusting. My partner had to take care of them so we could eat without them flying over our food. My omelette was watery and so broken apart that it looked like scrambled eggs. The piece of hair that was stuck to the side of my plate didn’t help either. My food tasted of absolutely nothing. How can you make an omelette look like it’s been soaked in water?
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Date of stay: July 2021Trip type: Travelled as a couple
This review is the subjective opinion of a Tripadvisor member and not of Tripadvisor LLC. Tripadvisor performs checks on reviews as part of our industry-leading trust & safety standards. Read our transparency report to learn more.
Response from Greene King, Marketing at Cross Keys Hotel
Responded 20 Jul 2021
Thank you for taking the time to tell us how we did and please accept my apologies for it not being up to our usual standard. We have been experiencing some very warm weather and therefore the rooms would have been hotter than normal. We have a fan provided in every room to help reduce the temperature, but appreciate that it is not the best thing. We are surrounded by fields and every year during the summer we have issues with insects in the building. We can't keep the doors closed as we need to ventilate and cool the building down, but we do spray them every night to try and minimise the amount that are flying around. We did a check back on your meal at breakfast and would have happily replaced the meal if you had told us you weren't enjoying it. Thank you again for letting us know how we did.
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Craig G wrote a review Nov 2022
+1
1.0 of 5 bubbles
This has to of been the worst hotel stay I have ever had. I know the hotel is only 3 star, but I’m afraid I would only rate it as 2 star. To be honest I think a travel lodge is a better standard. The room, almost clean and of a decent size, was extremely tired and not looked after. The TV would not hold up straight on the stand and kept falling forward. The hotel has virtually no mobile signal in the area, so you would hope the free WiFi would be an alternative, however the free service from sky provided a good strength WiFi signal, the speed was 66kbps down speed and 22kbps upstream, totally un-usable. The bed was rock hard and gave me extreme back ache causing me to wake up every hour, I would have been more comfortable sleeping in the car. The room, being a disabled room, had a good sized wet room, however when lifting the toilet seat, there were urine stains from the previous occupant. There were safety rails fitted, but you would not feel safe as the fittings were rusting at the wall where they were attached. A light in the bathroom failed and one light in the bathroom was coming out of the plinth. The lights above the desk, one was coming out and the plinth was separating. The walls had clearly touched up paint and you could see where they had attempted to patch it. The board behind the tv, the paint was blistering. To make matters worse, I was two minutes into a shower in the morning when the hot water ran out and I had to finish with a cold shower. The breakfast was good, although the hot food order came wrong, I asked for a sausage and bacon sandwich and got a sausage and egg sandwich which had to be sent back. The staff were pleasant though. I will never go back to this hotel again.
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Date of stay: November 2022
1.0 of 5 bubblesValue
2.0 of 5 bubblesLocation
3.0 of 5 bubblesService
Trip type: Travelled solo
Room Tip: It’s a small entrance and you can miss it you are going to fast, don’t expect to use the internet...
This review is the subjective opinion of a Tripadvisor member and not of Tripadvisor LLC. Tripadvisor performs checks on reviews as part of our industry-leading trust & safety standards. Read our transparency report to learn more.
Response from Greene King, General Manager at Cross Keys Hotel
Responded 25 Nov 2022
Thank you Craig for taking the time to tell us about your recent stay to The Cross Keys. It is very disappointing to hear that you didn't have a similar experience compared to a lot of our other reviews. You can see from previous responses, we are aware that the hotel is tired in places and the wi-fi can be temperamental because of the local mast not being fully operational yet. We are in discussions with our head office about getting a refurb in the near future, and also having the wi-fi provider being switched to a more reliable service. All the mattresses were changed within the last few months.
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Tina W wrote a review Mar 2022
Chelmsford, United Kingdom
5.0 of 5 bubbles
We stayed at the Cross Keys when attending a friend's wedding. The staff were very friendly and helpful, recommending taxis company Coast to Coast who were promoting and reasonable in their prices. The cooked breakfast selection was well worth the money and lunchtime and evening menus were reasonably priced. The rooms were a fine size for a family of 3 and very clean.
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Date of stay: March 2022Trip type: Travelled with friends
This review is the subjective opinion of a Tripadvisor member and not of Tripadvisor LLC. Tripadvisor performs checks on reviews as part of our industry-leading trust & safety standards. Read our transparency report to learn more.
Response from Greene King, General Manager at Cross Keys Hotel
Responded 29 Mar 2022
Thank you Tina for your very kind words about your recent stay at The Cross Keys. It's always great to read when our guests have had a wonderful experience with us. We look forward to welcoming you back again in the future
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Tourist779814 wrote a review Apr 2024
+1
1.0 of 5 bubbles
Very reluctant to leave this bad review as I always feel awful however, its only fare that people get a true reflection of the rooms before they hand over their hard earned money. We have been to the Cross Keys for food before, food was OK 7/10 and the interior of the pub itself is beautiful. If you're wanting somewhere to call for a bite to eat and a drink whilst out walking passing etc then I would recommend. We booked a room as we were going to go for a hike the following morning, we payed £100 for one night without breakfast. Upon arrival we asked for help with the WiFi to be told by reception lady " we dont deal with technical stuff" As soon as I walked into the room I hated it! There was condensation drips all down the paintwork, mould on the ceiling in the room and even worse in the bathroom, bath dirty with mold on the taps and plug, bathroom cupboard dropping to bits, bedding dirty and the whole room and en suite needs a thorough deep clean. The cleaners definitely need to up their game. We left the room and asked at reception for a refund, it was a different woman at reception this time and she was lovely, couldn't have apologised more. She talked us through the refund process as we booked on booking. I do feel for the staff as its the chain who should be investing more and reducing prices until they do! £100 is a joke to ask for those rooms.
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1.0 of 5 bubblesValue
3.0 of 5 bubblesService
This review is the subjective opinion of a Tripadvisor member and not of Tripadvisor LLC. Tripadvisor performs checks on reviews as part of our industry-leading trust & safety standards. Read our transparency report to learn more.
Response from Greene King, General Manager at Cross Keys Hotel
Responded 16 Apr 2024
Thank you for taking the time to tell us about your experience at The Cross Keys. It's wonderful to read your comments about the restaurant. You can see from previous responses that we are trying to secure some investment from our head office to update the hotel. It seems very harsh to leave this review if you didn't stay. You can also see from previous reviews that the cleanliness of the property gets a lot of mentions, but will speak to the cleaning team to make sure they are aware that they may have missed some areas that day. Thank you again for taking the time to tell us about your experience. We can use this to improve for the future
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Em_ wrote a review Aug 2021
Sleights, United Kingdom
4.0 of 5 bubbles
Bed clean and comfy. Room is as expected for the price. Had an issue which has been sorted by the management. Noise was minimal even though our room was onto a main road so the triple glazing definitely works.
We would be happy to stay again and would recommend to anyone wanting to visit the area.
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Date of stay: August 2021Trip type: Travelled as a couple
Room Tip: Parking is ample round the back.
This review is the subjective opinion of a Tripadvisor member and not of Tripadvisor LLC. Tripadvisor performs checks on reviews as part of our industry-leading trust & safety standards. Read our transparency report to learn more.
Response from Greene King, Marketing at Cross Keys Hotel
Responded 14 Aug 2021
Thank you Em for your kind words and accept my apologies for the issue that you experienced. It is good to hear that it was resolved to your satisfaction. We look forward to welcoming you back again soon
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Lesley W asked a question Mar 2022
Kendal, United Kingdom15 contributions1 helpful vote
Is the Cross Keys dog friendly?
Answer from Anthony R
The pub has a small section that is dog friendly, but the hotel is not
TheloudScotsman wrote a tip May 2024
Cheltenham, United Kingdom2 contributions
1.0 of 5 bubbles
"Don't count on a long lie!!! Bring ear plugs lol"
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Discover36657579258 wrote a tip Apr 2024
Guisborough, United Kingdom5 contributions
1.0 of 5 bubbles
"Eat during the week"
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Solfab wrote a tip Apr 2024
Paris, France135 contributions182 helpful votes
3.0 of 5 bubbles
"Ask for a room on the first floor as it may be quieter"
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Eric S wrote a tip Mar 2024
Cardiff, United Kingdom9 contributions13 helpful votes
5.0 of 5 bubbles
"Lots of parking spaces,remember to turn left when exiting the car park onto the dual carriageway,all rooms were double glazed no noise"
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paul j wrote a tip Mar 2024
1 contribution
5.0 of 5 bubbles
"Loads of parking and easy to find"
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Not the right property for you?
There are more places to choose from in the Guisborough area.
PRICE RANGE
£65 - £86 (Based on Average Rates for a Standard Room)
ALSO KNOWN AS
premier inn middlesborough south (guisborough) hotel guisborough
LOCATION
United KingdomEnglandYorkshireNorth YorkshireGuisborough
NUMBER OF ROOMS
20
Prices are provided by our partners, and reflect nightly room rates, including all taxes and fees known to our partners. Please see our partners for more details.
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CROSS KEYS HOTEL - Updated 2024 Reviews, Photos & Prices

Frequently Asked Questions about Cross Keys Hotel
Which popular attractions are close to Cross Keys Hotel?
Nearby attractions include Roseberry Topping (2.1 miles), Stewart Park (2.9 miles), and Kirkleatham Museum (4.0 miles).
What are some of the property amenities at Cross Keys Hotel?
Some of the more popular amenities offered include free wifi, an on-site restaurant, and a lounge.
What food & drink options are available at Cross Keys Hotel?
Guests can enjoy an on-site restaurant, a lounge, and breakfast during their stay.
Is parking available at Cross Keys Hotel?
Yes, free parking is available to guests.
What are some restaurants close to Cross Keys Hotel?
Conveniently located restaurants include Pomegranate Persian Tea Room, Cookfella’s Wine Bar & Eatery, and Badgers.
Are there any historical sites close to Cross Keys Hotel?
Many travellers enjoy visiting Ormesby Hall (3.0 miles), Gisborough Priory (3.0 miles), and St Cuthbert's Church (4.7 miles).
Is Cross Keys Hotel accessible?
Yes, it offers wheelchair access. For specific enquiries, we recommend calling ahead to confirm.
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