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“Worst customer service ever”
Review of Hotel Noir

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Hotel Noir
Ranked #1 of 2 Hotels in Clifton
Certificate of Excellence
Buckingham, United Kingdom
Level 1 Contributor
4 reviews
“Worst customer service ever”
Reviewed 1 July 2012

Stayed for one night in this hotel, as we were attending a wedding in York. On paper, it looked like a nice hotel, but we were absolutely stunned by the way our visit panned out. On arriving back from the wedding at about 1am and getting into bed, we noticed that the middle of the bed was damp. After further investigation, it turned out the the middle of the mattress was actually damp through to the other side of the bed. Being 1am, there was no one on reception and we also knew that the hotel was full, as we had been told that on arrival. So, not being able to verify what had caused this wetness, as well as not wanting to sleep in a wet bed, we ended up sleeping on the floor. The following morning we complained about this and the manager offered us a refund of one third of our room rate plus offers of future discounts as an apology, for us having spent the night on the floor in what calls itself a luxury hotel. Absolutely appalling customer service - we would never recommend anyone to stay here.

  • Stayed June 2012, travelled as a couple
    • Value
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Helpful?
Thank Nic K
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
HotelNoirAdmin, Manager at Hotel Noir, responded to this review, 1 August 2012
I am very sorry to see this review on Trip Advisor - as I have told these guests a few times, I had this room checked by my most senior management team and none of them could see or feel anything to suggest that the matress was wet at any point. Having direct experience of this issue in the past, I can assure any Trip Advisor users that a wet bed (for whatever reason) takes days to dry out, not overnight, and so we would certainly have been able to see and feel it the next day. The sheets and mattress cover were pristine, which could not have been the case.

We offered a partial refund to compensate the guests for their discomfort but as they hadn't called our night staff to assist them we really felt that there was little else we could do. Had there have been evidence of wetness I would have given an immediate and full refund but this simply wasn't the case.

Any readers who want to see the written statements by my management team are welcome to do so.

Natasha Screeton
General Manager
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Rating summary
  • Location
  • Sleep Quality
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  • Service
  • Value
  • Cleanliness
Traveller tips help you choose the right room.   Room tips (236)
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English first
Sheffield, United Kingdom
Level 2 Contributor
6 reviews
4 hotel reviews
common_n_hotel_reviews_1bd8 12 helpful votes
Reviewed 22 June 2012

spent one night here following booking a 'groupon deal' at £64.
hotel clean and rooms lovely. beds comfortable and staff welcoming.
cost approx £6 from hotel to city centre in taxi.
food in hotel resturant was nice but a little over priced.

would reccomend!

  • Stayed July 2011, travelled as a couple
    • Value
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Helpful?
2 Thank gpjones_86
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
HotelNoirAdmin, Manager at Hotel Noir, responded to this review, 1 August 2012
Many thanks for your review - I am so glad you enjoyed your time here. I note your comments about the meal prices and would say that we offer a very competitive dinner package for those guests who want a great value meal as part of their stay and this does cut a good amount off the standard menu prices - hopefully we could tempt you with that if you return to York!

Natasha Screeton
General Manager
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This response is the subjective opinion of the management representative and not of TripAdvisor LLC
Oakville, Canada
Level 2 Contributor
8 reviews
common_n_hotel_reviews_1bd8 8 helpful votes
Reviewed 21 June 2012

Stayed for one night in this nice hotel. Has a tavern like feeling as it is quite small and tucked away in the small city of York. Very modern decor on the inside, rooms very nice large rooms, four poster beds, flatscreen tv and wifi available. The room was very clean and tidy including the bathroom. Only issue was with the slow service in the dining room. Would recommend this place to all!

  • Stayed June 2012, travelled with friends
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Helpful?
2 Thank nicoleaxo
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
HotelNoirAdmin, Manager at Hotel Noir, responded to this review, 1 August 2012
Many thanks for your review and kind comments. I'm sorry for your slow meal - we have been making some changes in the restaurant and unfortunately that has made us a bit slow but I am glad you enjoyed it and would recommend us - we do hope to see you again.

Natasha Screeton
General Manager
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turnberry
Level 4 Contributor
44 reviews
11 hotel reviews
common_n_hotel_reviews_1bd8 23 helpful votes
Reviewed 18 June 2012

We had a two night stay at this nice hotel. Oldy worldy on the outside but very modern decor etc on the inside. Very friendly and effecient staff , hotel and room all very clean and tidy and well maintained. Room a nice size and had a minibar with compilmentary drinks ( couple of beers ,soft drinks and water). Tea and coffee in room - but had to get used to the machine which made them. Didn't eat here - as had other arrangements - but what we saw of menu etc looked good. Nice situation to visit York town - 10 mins walk to Minster and shops. Only down sides were very poor shower with little water pressure and small awkward car park with closed gates about 10 pm after which there was road parking (in quiet side street which was OK ).

Room Tip: Probably avoid what they call 'compact' rooms.
See more room tips
  • Stayed June 2012, travelled as a couple
    • Value
    • Location
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    • Cleanliness
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Helpful?
2 Thank Peter B
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
HotelNoirAdmin, Manager at Hotel Noir, responded to this review, 1 August 2012
Many thanks for your review and useful comments. I am glad you enjoyed your stay and time in York and do hope if you come again you will have opportunity to try the restaurant out.

Natasha Screeton
General Manager
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This response is the subjective opinion of the management representative and not of TripAdvisor LLC
Billingham, United Kingdom
Level 5 Contributor
50 reviews
14 hotel reviews
common_n_hotel_reviews_1bd8 41 helpful votes
Reviewed 17 June 2012

Stayed for two nights Thursday to Saturday. The room was really nice, tidy and clean and so was the bathroom. However we were unable to shower while we were there as there was no power in it at all, was just a trickle. Also the mini bar had a bottle of half drunk water which had not been changed. Apart from that the room was nice and the bed really comfy. The guy on reception was not particularly friendly, was quite miserable throughout our stay. He advised the bar was always open till 12 so we rushed back for last orders and were told it had already closed at 11.30 so that was a bit annoying. overall the hotel was ok and in a good location, was only 10 minute walk into york. Could do with a bit more care and attention and the staff could be a bit more friendly.

  • Stayed June 2012
    • Value
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Helpful?
2 Thank Ruby80
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
HotelNoirAdmin, Manager at Hotel Noir, responded to this review, 1 August 2012
Many thanks for your review and please be assured that I will deal with the issues you have raised, particularly the staffing issues which should definitely not occur.

Regarding the water pressure, this can be an issue on the top floor and we are working on resolving it but it is proving to be quite tricky.

I am glad you enjoyed the other elements of your stay though and do hope your time in York was pleasurable.

Natasha Screeton
General Manager
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Manchester, United Kingdom
Level 2 Contributor
8 reviews
4 hotel reviews
common_n_hotel_reviews_1bd8 9 helpful votes
Reviewed 15 June 2012

We stayed for one night, and had a fabulous time. The hotel is well kept, with fabulous, helpful staff. Our room was lovely. Although its an older building, it is well maintained and comfortable. Our evening meal was ok - but I think our 20:30 booking was a little late for the chef, as our courses were delivered at record speed. Breakfast on the other hand was fabulous. Good selection of cereals, juices , etc. But the finale was the full English, which was cooked to perfection!!

All in all a great location with great staff!!!

  • Stayed June 2012
    • Value
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Helpful?
1 Thank AWillans
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
HotelNoirAdmin, Manager at Hotel Noir, responded to this review, 1 August 2012
Many thanks for your review - I am so glad you enjoyed your stay at the Hotel. I will have a word with our restaurant staff as there is no reason to have rushed you through your meal and I do apologise for that but hope it won't put you off staying with us again in the future.

Natasha Screeton
General Manager
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This response is the subjective opinion of the management representative and not of TripAdvisor LLC
Derby, England, United Kingdom
Level 3 Contributor
18 reviews
9 hotel reviews
common_n_hotel_reviews_1bd8 7 helpful votes
Reviewed 12 June 2012

Just stayed the one night, but the room was very comfortable, with an enormous bed. Watch out for the breakfasts too, the portions a very generous. Nice touch was fresh milk in the mini-bar, to add to Tassimo drinks. Only nit-picking was that the main bathroom light was a little dim.

  • Stayed June 2012, travelled as a couple
    • Value
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    • Sleep Quality
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    • Cleanliness
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Helpful?
2 Thank Simon W
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
HotelNoirAdmin, Manager at Hotel Noir, responded to this review, 1 August 2012
Many thanks for your review and glad you enjoyed our facilities and breakfast. Sorry about the bathroom light - we are in the process of upgrading our energy efficient lights at the moment as they are often quite dim but we have found some brilliant very eco-friendly ones, so we are on the case.

Natasha Screeton
General Manager
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This response is the subjective opinion of the management representative and not of TripAdvisor LLC
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Additional Information about Hotel Noir

Property: Hotel Noir
Address: Clifton Green, Clifton, York YO30 6LH, England
Region: United Kingdom > England > Yorkshire > North Yorkshire > York > Clifton
Amenities:
Bar / Lounge Business Centre with Internet Access Free High Speed Internet ( WiFi ) Free Parking Restaurant Room Service
Hotel Style:
Ranked #1 of 2 Hotels in Clifton
Price Range (Based on Average Rates): £
Hotel Class:3 star — Hotel Noir 3*
Number of rooms: 28
Reservation Options:
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Also Known As:
Noir Hotel York
Hotel Noir York/Clifton

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