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“Horrendous customer service,exceptionally bad management”

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Beechwood Close Hotel
Ranked #2 of 2 Hotels in Clifton
Certificate of Excellence
Reviewed 11 November 2013

Eleven of us spent three nights at thishotel for my mums 65th birthday,our party consisted of eleven females aged between 38/73, when we arrived on the Friday night two of our party had been put in a single .,with a single bed and a camp bed put up in it,there was not space for both these beds in this room and this was supposed to be a double room, I called down to reception and enquired about this,I was told someone would be up right away to deal with it,after waiting about twenty minutes with no one coming to speak to us I went to reception,there were three members of staff at the reception there was John (owner/manager), mark and Coleen who were staff,I asked what was being done about our rooms being wrong,john the older man was extremely rude and arrogant and told me " just wait a minute lady this is being dealt with" I told John it was not necessary to speak to guests this way,again John was rude and arrogant when he replied. Over the course of the weekend we had our meals in the hotel,although our meals were nice and fresh we waited an hour between starters and main courses,although at times there was no other parties eating in the restaurant,when one of our party raised this point with the waiting staff we were told that this was lies and that we had not been waiting this long,eleven of us must have been wrong. Saturday night we all went upstairs to our room at ten pm, john stopped us and asked us if we were going to one room,my aunts replied that we were, john told us to make sure we quiet as they have other guests in the hotel,we asked if there had been a complaint regarding our party and were told no,we found this a strange and unreasonable request at ten pm on a Saturday night!! When we were checking out there was a dispute over a ten pound supplement that we had been charged for our meal on the third night even though we didn't have a meal and were told by colleen the waitress twice that even though it said the ten pound charge was compulsory,if we choose not to have our dinner on the third night we would not be charged,this is the reason we opted not to have our meal and paid for a meal in a Italian restaurant in York,when we were trying to sort this charge out, John was again rude,arrogant and cheeky,John said to all of us that he had been sick of our attitude from the day we arrived,when we pointed out to him that we had spent good money to stay in his hotel he laughed at us and said that we had spent money in our rooms and not his hotel,although we had bought wine and drinks both nights with our meal. John then went on to say to us that he would get us a mirror and we should look in it as we have serious problems!!! He then went on to say if we refused to pay the supplement he would call the police and we would be arrested!!! When we tried to discuss with John what we had been told by Coleen the waitress he said she was talking absolute rubbish and refused to discuss it with her. This man was so rude arrogant and aggressive that he had some of my aunts reduced to tears, this man was extremely unprofessional and rude,when superbreaks phoned this hotel to deal with our complaint the advisor Lynne that we spoke to told us that both John and Mark were rude,cheeky unhelpful and uncooperative to her on the phone,they were appalled at this hotels attitude towards us as paying guests at the hotel. John continued to be patronising throughout our conversation this morning by repeatedly calling us darling and pet after being asked not to,this mans attitude and mannerism towards us ruined an otherwise enjoyable weekend in York that had taken a long time of planning for a special family occasion. We would not recommend this hotel to anyone looking for a relaxing enjoyable weekend.

  • Stayed: November 2013
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3  Thank pataannalison
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
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Reviewed 11 November 2013 via mobile

Had a great weekend hotel was fab except when we went to pay for bill the manager was nothing but down right RUDE to us. It spoiled our fantastic weekend never ever go back to this place the rest of the staff were fantastic just that one horrid man xxxxx

Stayed: November 2013, travelled with friends
3  Thank chrissyboots18
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
Reviewed 5 November 2013

The weather was lovely end of August 2013, which made the long walk (along the river) to York Centre very pleasant. Staff were helpful, breakfast was hearty, and this is clearly a busy venue as we had to book well in advance. Just disappointed that this hotel was rated as a 4 Star, when our particular room was most definitely a 3 star.

Room Tip: Our room was at the back of the house, and was lovely to watch the dogs playin the yard - our sleep...
  • Stayed: August 2013, travelled as a couple
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Thank Catherine G
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
Reviewed 28 October 2013

We were running around trying to find a place and we ran into this one. It is a great place! The staff is super friendly and informative! The rooms are clean and comfortable. Breakfast was also great!

It's just far enough out of town to be quiet at night. Its a £5 cab ride to the city walls, or a 20 minute walk.

Tia Maria, their dog is is so cute and friendly. We became best friends!

Enjoy your stay! You won't regret it.

  • Stayed: October 2013
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Thank JoziAdvises
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
Reviewed 27 October 2013

The hotels’ website says “Personal friendly service and courtesy are assured at the Beechwood Close Hotel” and “very hospitable staff”. This does not apply to all the staff we encountered.
We were met with a friendly greeting on arrival by two ladies and taken to our room, with an offer of assistance with our luggage. We paid for an upgrade to room 4 with our kgb deal after viewing the options. The room was large and quite comfortable with everything you would need. As already mentioned in previous reports, the secondary double glazing does not prevent all of the traffic noise, but it is not excessive.
On our second night, the fire alarm sounded twice between 21:30 and 22:00. While there is a need to ensure it can be heard in an emergency, this is the loudest alarm I have ever heard. To say it could cause a heart attack in a frail person is NOT an exaggeration. I can only assume we had the one for the whole of our floor in our room!
There was also a noticeable sickly smell of cooking fat/oil all night, which may have explained the alarms.
The ground floor was extremely hot throughout our stay. We were wearing shirtsleeves while walking around outside, so there was no apparent reason for the radiators to be on at all, let alone on full.
The alarm sounded again at 04:33. People were dressing and leaving their rooms when it was declared a false alarm. The loudest complainer was a female guest who had been stomping in and out of her room, allowing the door to slam and arguing with the other guest in her room until nearly 04:00. Not the hotels fault, just inconsiderate people. Soft close doors would have helped prevent this.
None of the staff we encountered that morning at breakfast or when we booked out mentioned the alarm, let alone apologise for the inconvenience. After settling the bill with the male who appeared to be one of the owners, he did not say anything by way of thanks or enquire about our stay, or anything that normally passes for conversation. He merely said “Oh, bye” When I got to the door and turned back to say goodbye. Courtesy?
The meals we had at the hotel were well prepared and hot. There was a good selection for breakfast. The waiting staff were very pleasant.
The décor is at the point where it would benefit from a facelift.
When checking out I could not avoid the strong smell of dog(s) at the reception desk.

  • Stayed: October 2013, travelled as a couple
    • Value
    • Location
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1  Thank Flantheman2334
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
Reviewed 24 October 2013 via mobile

Have just got back from a two night stay at this hotel. The hotel staff were very friendly and helpful, the rooms were clean and beds very comfy. We had two evening meals which we really enjoyed the food was fantastic. Hope to return for another stay in the near future.

Stayed: October 2013, travelled as a couple
Thank Duckettrn
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
Reviewed 24 October 2013

Arrived to friendly and helpful staff who showed us to our room, which was clean and and tidy. Had complimentary shampoo and shower gel, hair dryer, tea and coffee making facilities, TV.

Meals were exceptional, well presented and very tasty, big portions and very well priced. Breakfast very good, lots to chose from on menu for hot options and they cater for every need, fresh fruit, cereal and yoghurts to help yourself to.

Hotel only a 20 minute walk in to city centre or only a 5 minute walk to park and ride bus.

We had a lovely stay here and will be returning when we come back to visit York.

Stayed: October 2013, travelled as a couple
Thank lisag1988
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
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Additional Information about Beechwood Close Hotel

Address: 19 Shipton Road, Clifton, York YO30 5RE, England
Region: United Kingdom > England > Yorkshire > North Yorkshire > York > Clifton
Amenities:
Bar / Lounge Free Parking Children Activities (Kid / Family Friendly) Pets Allowed ( Dog / Pet Friendly ) Restaurant Room Service
Hotel Style:
Ranked #2 of 2 Hotels in Clifton
Price Range: £45 - £137 (Based on Average Rates for a Standard Room)
Hotel Class:3 star — Beechwood Close Hotel 3*
Number of rooms: 14
Official Description (provided by the hotel):
Planning a visit to York? Whether it's for business, renowned retail therapy or sightseeing, the family-run Beechwood Close Hotel is the perfect location for your stay. Just a 20 minute walk from the historic city centre, with frequent bus services outside the door and the railway station easily accessible, the Beechwood Close Hotel is set in attractive gardens in the charming Clifton area. Individual and independent, the hotel has 14 comfortable and well-appointed en-suite bedrooms including singles, twins, doubles and family rooms. All have digital flat-screen televisions with Freeview, hairdryer, iron and ironing board and a well-stocked hospitality tray. There's free wi-fi and plenty of complimentary parking for guests, a cheerful bar and a licensed restaurant, offering a wide choice of dishes with a modern British twist. A warm welcome awaits at this family and pet-friendly hotel and husband and wife team Wayne and Clare McLeod, both York born and bred, are ideally placed to offer guests real insider knowledge about their stay in the city. ... more   less 
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Also Known As:
Beechwood Close York
Beechwood Close Hotel York/Clifton

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