I booked a one night stay at the Grange Hotel in York, which has a booking in time from 2.30pm but were advised on the telephone when booking that if we arrived early we could leave our luggage. We arrived at the hotel at approx 2pm after a three hour drive, expecting to leave our bags then go and enjoy the afternoon sight seeing. On arrival at reception we gave our name and the receptionist stated, in a very matter of fact tone that there were some maintenance issues with our room and that we had been booked into another hotel. She then promptly thrust a google map at us with directions and advised us that the other hotel were expecting us. When I asked what if we didnt like the hotel they had booked us into, she stated that we would still have to pay the full cost as she had booked the alternative hotel at the same rate that the Grange were charging, which was £173.00 per night. Not particularly happy with the situation but mostly with the hostile, dismissive attitude of the receptionist, I asked how far it was and told her that I most certainly would not be paying if I did not like the hotel as I had not booked to stay there and had turned up for my booking at the Grange and therefore would not accept a cancellation fee. She said the alternative hotel was just on the other side of the city centre but was the same distance from the centre of York as the Grange is ie: walking distance and that if I wasn't happy to pay a cancellation fee I would have to take it up with the manager at the hotel she had booked us in to (ie: not our problem, off you go! - we were practically ushered out of the door). On finally arriving at the alternative Hotel (receptionist there was very friendly and lovely to deal with!) we discovered that whilst the Grange is a maximum 5-10min walk into the centre (which was the main reason we booked to stay there in the first place, for proximity), the alternive was, in the hotels words " a good 45 minute walk into town". After speaking to the manager at the Grange via telephone to say it was too far out of town, he advised it was the only hotel available and that he would get his staff ringing around for a B&B nearer. We stayed at the alternative hotel (enjoying a complimentary coffee, lovely, but not what we had intended to do with our day in York) for about another 45 minutes before finally leaving. We drove around the centre for a few hours looking for something close to town before finally admitting defeat and driving the 3 hours home. The manager of the Grange had said that he had been trying to call us all day to let us know there was a problem. We did not have one missed call on our phone. We are certainly not difficult to please, but the dismissive service received from The Grange Hotel staff was literally disgusting and has led me to write this review. I have never before written a negative review on any trip I have taken, but felt so shocked at the way in which we were treated that I felt compelled to share my experience and say, travellers beware, if you want a definate booking and don't want to travel home rather than enjoy your weekend in York, then DO NOT book this hotel!! What was supposed to be a special occassion was completely ruined. PS: I can highly recommend Marmadukes, lovely accomodation and fabulous staff!
- Official Description (provided by the hotel):
- The Grange Hotel is a beautiful award winning Regency townhouse, located just a few minutes walk away from York Minster and the city center shops and attractions. The AA 2 rosette awarded restaurant, The Ivy Brasserie is situated in the old brick vaulted cellars creating a truly unique experience. Private car parking on - site subject to availability. Deep comfy sofas, real fires in the colder months and fresh flowers throughout the hotel, create a relaxing ambiance. ... more less
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- Also Known As:
- Grange Hotel York