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“Grand Hotel, not so Grand Service” 4 of 5 bubbles
Review of The Grand Hotel

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The Grand Hotel
Ranked #35 of 89 Hotels in Torquay
Leimuiden, The Netherlands
Level Contributor
68 reviews
26 hotel reviews
common_n_hotel_reviews_1bd8 38 helpful votes
“Grand Hotel, not so Grand Service”
4 of 5 bubbles Reviewed 8 April 2014

We were originally offered room 427, which was extremely small, with a sloping roof over the bath, making it impossible to use the shower unless you sat in the bath, we went straight back to reception and asked for a room change. The room was changed to 333. This was a family room much larger, with a slightly larger bathroom.
We requested a quite, cool room when booking, which wasn't possible, both rooms with the radiator turned off were extremely hot, to the point of being very uncomfortable.
Because all the windows were sash, they would not stay open unless supported,we used the small shower gel bottles to do this, wood blocks would be useful. Once the windows where open a very loud air conditioning unit was heard, and to be honest the sleep quality was pretty bad, what with the heat and the noise.
Otherwise the room was very nice.
The dinning room was very large airy, but we found some staff, would stand and ignore you, Tea & Coffee plus any extra breakfast items had to be ordered, and when we left our table to approach them to request our choices, they were very off hand, although at times 3 people were stood watching the guests eat. Cooked breakfast was good, the choice of fruit poor, and no yogurt the first day.
The fruit (even melon) was cut into see through slices, meaning that if you required a (government portion) half the fruit on display would be gone, Their was plenty of grapefruit slices, although most in the hotel were over 70, and probably on statins so not able to eat it.
We eat out in the evening, and tried to obtain a drink in the BAR afterwards
On both occasions we sat and waited to be served, whilst watching the bar staff stand around, after waiting for 10-15 mins (and at one time we approached the bar asking to be served) where we were told to sit down and then again ignored, I cannot comment on the price, or selection of drinks.
There were no drinks menus on the tables, only cocktails.
Our general impression was if you were a regular, you got service, otherwise you were ignored.
We found the staff in the restaurants and bars very stuff and pretentious.I have worked in the hotel trade, at five star establishments and found this attitude, totally unacceptable.
The staff on reception were generally very good and had a sense of humor.
I would not stop at this hotel on holiday with young children, mainly due to the attitude of the staff.
Otherwise the hotel was lovely, they just need to lighten up.
The changing facilities in the spa, are very shabby and need upgrading.

  • Stayed April 2014, travelled as a couple
    • 4 of 5 bubbles
      Value
    • 4 of 5 bubbles
      Location
    • 3 of 5 bubbles
      Sleep Quality
    • 4 of 5 bubbles
      Rooms
    • 4 of 5 bubbles
      Cleanliness
    • 2 of 5 bubbles
      Service
Helpful?
2 Thank angiemow
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
Andrew G, Guest Relations Manager at The Grand Hotel, responded to this review, 19 April 2014
Thank you for taking the time to write your review and giving us a four star rating. I can see from your review there were some elements of your stay which were not up to our usual standard, I apologise for this. Our hotel was first built in 1881 and all the rooms are unique and are not standard like a chain hotel. This certainly adds to the grand feeling you get when arriving at the hotel and settling into your room.
I can assure you all our guests are important to us not just our regulars, it is not acceptable to leave anyone waiting for a drink 10-15 minutes. I am surprised by your comments regarding the staff as this is usually one of the areas we receive positive feedback from our guests. I will certainly not accept any member of the team being prententious as we actively encourage our team to be warm and friendly. The spa and leisure facilities are scheduled to have a refurbishment later this year. I hope you will come back and try us again soon and be able to experience the changes.
Kind Regards,

Andrew Griffiths.
Deputy 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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2,164 reviews from our community

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Rating summary
  • Location
    4.5 of 5 bubbles
  • Sleep Quality
    4 of 5 bubbles
  • Rooms
    3.5 of 5 bubbles
  • Service
    4 of 5 bubbles
  • Value
    3.5 of 5 bubbles
  • Cleanliness
    4 of 5 bubbles
Traveller tips help you choose the right room.   Room tips (648)
Date | Rating
  • Dutch first
  • English first
  • French first
  • German first
  • Italian first
  • Japanese first
  • Norwegian first
  • Portuguese first
  • Russian first
  • Spanish first
  • Any
English first
devon
Level Contributor
7 reviews
6 hotel reviews
common_n_hotel_reviews_1bd8 14 helpful votes
5 of 5 bubbles Reviewed 6 April 2014 via mobile

We have just had a lovely week end at the grand,just called in to see if they had a room,very helpful,room lovely,food great,staff very friendly and helpful,we will be going back,such a friendly place,made to feel welcome,loved it.

Stayed April 2014
Helpful?
2 Thank nannylors
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
Andrew G, Guest Relations Manager at The Grand Hotel, responded to this review, 19 April 2014
Thank you so much for your excellent review. I am pleased you found us by chance and called into see if we had availability. I am glad we were able to accommodate you and you found the team to friendly and the food excellent. Thank you for your kind comments and I look forward to welcoming you back soon.

Kind Regards,

Andrew Griffiths.
Deputy General Manager.
Report response as inappropriate
This response is the subjective opinion of the management representative and not of TripAdvisor LLC
2 reviews
common_n_hotel_reviews_1bd8 6 helpful votes
1 of 5 bubbles Reviewed 5 April 2014

Usually like this hotel and have stayed here several times, but the attitude of the staff and the inconsideration of the reservation have changed that tonight. I'm writing this at 23.50 and my daughter (6) and I are still wide awake. We've been put in room 128 - right above the cavendish room and there's a band playing. The noise is as if we are in the same room and the floor is vibrating. My daughter is crying, but above all the attitude of the reception staff is what I find shocking. On ringing to complain I was told - 'I feel your pain, we often debate why people are put in that room' and 'there's absolutely nothing I can do about it'. It's clear that they know there is a problem with noise in these rooms, so why not put people who are attending the actual function in these rooms - wouldn't that make much more sense????? It's the absolute apathy of the staff that I find most frustrating. Really disappointed (and still wide awake).

Stayed April 2014
Helpful?
6 Thank Emerinet
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC

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Bristol, United Kingdom
Level Contributor
3 reviews
3 hotel reviews
5 of 5 bubbles Reviewed 5 April 2014

We arrived and parked in the hotel garage which reminded me of such hotels in beverley hills :-) on arrival in reception we were greeted by very helpful staff and everything seemed no trouble and for us we felt at ease. We were elated as when we disclosed that it was my girlfriends birthday the receptionist upgraded our room with no hesitation. Our room was lovely, the food was great with lots of choice. Would definetly recommend this hotel. Will stay again :-)
Paul Nelmes

  • Stayed March 2014
    • 5 of 5 bubbles
      Value
    • 5 of 5 bubbles
      Location
    • 5 of 5 bubbles
      Rooms
    • 5 of 5 bubbles
      Cleanliness
    • 5 of 5 bubbles
      Service
Helpful?
Thank Alpina99
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
Andrew G, Guest Relations Manager at The Grand Hotel, responded to this review, 19 April 2014
Thank you so much for comparing us to a Beverley hills hotel we certainly have an art deco feel with the grand entrance and compass lounge. I am pleased you found our team to be helpful and friendly and that they were able to upgrade your room for your girlfriends’ birthday. Thank you for your kind comments regarding the room and your dining experience during your short stay. Look forward to welcoming you back soon.

Kind Regards,

Andrew Griffiths.
Deputy General Manager.
Report response as inappropriate
This response is the subjective opinion of the management representative and not of TripAdvisor LLC
Stafford, United Kingdom
Level Contributor
15 reviews
7 hotel reviews
common_n_hotel_reviews_1bd8 6 helpful votes
4 of 5 bubbles Reviewed 5 April 2014

Seafront location with friendly staff and lovely food. We always upgrade the room to a seaview, but this is our personal choice. Situated just opposite the railway station which for non car drivers is so convenient. Buses stop opposite the hotel and so it is easy to travel to other places like Paignton and Dartmouth and if you have a bus pass it is free to travel. What more could you ask.

  • Stayed May 2013, travelled as a couple
    • 4 of 5 bubbles
      Value
    • 5 of 5 bubbles
      Location
    • 4 of 5 bubbles
      Sleep Quality
    • 4 of 5 bubbles
      Rooms
    • 4 of 5 bubbles
      Cleanliness
    • 4 of 5 bubbles
      Service
Helpful?
1 Thank Dorothy B
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
Andrew G, Guest Relations Manager at The Grand Hotel, responded to this review, 19 April 2014
We are certainly in excellent position located right on the seafront where you can take a short strole along the promenade into the hustle and bustle of Torquay harbour. Many of our rooms have seaviews and it is definetly worth paying for an upgrade. However many of our inland rooms overlook the Victorian train station and the sports ground and can be just as popular with our regular customers. Thank you for your comments and Iook forward to welcoming you back soon.

Kind Regards,

Andrew Griffiths.
Deputy General Manager.
Report response as inappropriate
This response is the subjective opinion of the management representative and not of TripAdvisor LLC
Camborne, United Kingdom
Level Contributor
4 reviews
common_n_hotel_reviews_1bd8 2 helpful votes
5 of 5 bubbles Reviewed 5 April 2014 via mobile

Stayed for 2 nights and loved every minute.
Reading some of the other reviews I must say I didn't experience any of that. Staff were fantastic and an asset to the hotel especially reception who couldn't do enough for us and Victoria in the bar who did everything you could want in a waitress, she will go far in the industry I'm sure.
As par the course in any hotel the staff are what can make or break and the staff here were spot on.
The leek and potato soup was heavenly and I could have had
Seconds or thirds, kudos to whichever chef prepared that.
A very relaxing and enjoyable stay and we will definitely be back to sample your wonderful hospitality again.

Stayed April 2014, travelled as a couple
Helpful?
Thank George R
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
Andrew G, Guest Relations Manager at The Grand Hotel, responded to this review, 19 April 2014
I am happy you enjoyed your stay and loved every minute. You are correct our biggest asset is our wonderful team and they are contantly encouraged to chat to our guests where ever possible. Thank you for your kind comments about Victoria in the bar she is a shining star for our hotel. I am pleased you found the soup to be heavenly and I will pass on your comments to our kitchen team. I look forward to welcoming you back soon.

Kind Regards,

Andrew Griffiths.
Deputy General Manager.
Report response as inappropriate
This response is the subjective opinion of the management representative and not of TripAdvisor LLC
Southampton, United Kingdom
Level Contributor
3 reviews
common_n_hotel_reviews_1bd8 1 helpful vote
4 of 5 bubbles Reviewed 4 April 2014

We booked a last minute break, had a lovely room over looking the bay. Saw sunrise each morning. Staff were all happy, helpful and friendly. Our room was clean and warm.
Would definitely revisit again.

Room Tip: Room at the front over looking the sea, worth the extra money.
See more room tips
  • Stayed March 2014, travelled as a couple
    • 4 of 5 bubbles
      Value
    • 5 of 5 bubbles
      Location
    • 5 of 5 bubbles
      Sleep Quality
    • 4 of 5 bubbles
      Rooms
    • 5 of 5 bubbles
      Cleanliness
    • 4 of 5 bubbles
      Service
Helpful?
Thank Tarlt0n
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
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Additional Information about The Grand Hotel

Property: The Grand Hotel
Address: Sea Front, Torquay TQ2 6NT, England
Region: United Kingdom > England > Devon > English Riviera > Torquay
Amenities:
Beach Business Centre with Internet Access Fitness Centre with Gym / Workout Room Free Breakfast Free High Speed Internet ( WiFi ) Free Parking Pets Allowed ( Dog / Pet Friendly ) Restaurant Room Service Spa Suites Swimming Pool Wheelchair access
Hotel Style:
#6 Spa Hotel in Torquay
#12 On the Beach Hotel in Torquay
#16 Luxury Hotel in Torquay
#16 Business Hotel in Torquay
Price Range (Based on Average Rates): £
Hotel Class:4 star — The Grand Hotel 4*
Number of rooms: 132
Official Description (provided by the hotel):
Torquay's Historic Jewel For old world grandeur and traditional British charm, the Grand has been Torquay's landmark hotel for over 130 years. Overlooking one of the finest bays, this elegant Victorian hotel offers 132 individually styled bedrooms, The Grand spa, AA rosette restaurant 1881 and is surrounded by 22 miles of spectacular Devon coastline. ... more   less 
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Also Known As:
The Grand Hotel Torquay, Devon

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