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York Marriott Hotel
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Reviews (2,061)
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All reviewsrace coursegrandstand roomleisure clubbalcony overlookingleisure facilitiesrace trackcity centrethe penthousesteam room and saunatwo double bedsreception stafflovely hotelbuffet stylelarge roombus stopfamily roomfree parking
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Reviewed 29 August 2012

We booked for my wifes birthday so we could enjoy a night away and do some shopping in York. The hotel was very good our room overlooked the race course. We had a very nice evening meal and a great breakfast. We left our car a the hotel and got the bus into York which was very easy.

Room Tip: See if you can get an upgrade to a room overlooking the race course complete with balcony and outdoor seating.
  • Stayed: November 2011, travelled as a couple
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1  Thank Consett_12
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
Reviewed 29 August 2012

I really cannot believe we stayed in the same hotel at the same time as some of the last few reviews.

We too stayed for the Ebor Festival, but stayed for 9 days in total in a Grandstand view room. We arrived at 1:45pm. Check in is 3pm, so were not surprised our room was not ready. The receptionist said that she would advise housekeeping we had arrived so that our room was prioritised. We said we would wait in the bar. We returned to reception at 3:10pm, only to be told the room was not ready, as it still had to be checked, and offered vouchers for a free drink in the bar. We pointed out that we had already had a drink during our wait, and did not want to wait again. We explained we have friends in York, whom we were to meet, and needed to get in our room and unpack. While we were at reception we heard several other guests complaining that they had been promised their rooms would be ready and they were not. More guests trying to check in were also told their rooms were not ready. The receptionists were giving out free drinks vouchers like confetti. Surely it would be cheaper to employ more cleaning staff on busy days!

We were eventually checked in at 3:30pm. The porter escorted us to the room, but when he opened the wardrobe to hang up our garment carriers, the door came off the runners. When he tried to put it back, neither of the wardrobe doors would go on the runners properly. Three separate members of staff, including the duty manager, could not get the doors to move, and there were no maintenance staff on duty, even though the hotel was full. Their solution was to take the doors off the wardrobe,so we had to spend the night with the doors leaning against a wall, and our clothes in full view. The duty manager undertook to reduce our room rate. She did no such thing.

When we put articles in the bathroom, we found a used damp bath towel and used bathrobe behind the door. The room clearly had not been checked at all!

On check in we were given a form to complete for a choice of welcome gift as we have Gold Elite status. Our choice of wine and nuts were delivered to our room, complete with a room service docket for £14.50! We had to get reception to remove the charge.

Breakfast service was a complete shambles on several days. There were tables full of coach parties who were given precedence over other guests, who let's face it were paying more! On one day there was no-one on the egg station, a queue waiting for fried eggs to come from the kitchen, a queue for cereals as the milk containers were empty, the large toaster was broken and replaced by one 4 slice toaster for a full dining room of guests to use, and there was a queue at that as the bread had run out and not been replenished. The only fresh fruit available was three apples, and the bowls of prepared fruit were empty.

Another day there was no-one on the desk to take our room number. We waited politely, but a couple from a coach party walked straight past us and took a prime window table for four. The Maitre’D came through at that moment, and simply took their room number. She then insisted we had to go into an overspill area for breakfast as there were no tables for two in the main dining room, even though there were vacant tables for four. During the whole of our breakfast, no member of staff came into the overspill area, no plates were cleared and when we left our very small table had every piece of cutlery and crockery we had used piled up on it. Disgraceful.

Another day there was no milk or sugar on the table as there should have been, and we asked for some. It never came, so we had to take some from a vacant table. We also saw other guests taking cutlery etc from vacant tables, as their own tables had not been properly set up.

Other issues included being charged twice for laundry, a complete fiasco with our newspapers, our room having hardly been serviced when the hotel was again full. The bed was just thrown over, the toiletries, toilet roll, tea and coffee, and mineral water were not replenished.

One day, our toilet seat came away at one side. At 10am we reported it to reception as unsafe before we went out. When we returned in the evening, it had not been mended at all.

Because of the Ebor Festival at the racecourse, the room rates were at their highest. We accepted that as we wanted to go to the races and also accepted that to get one of the best Grandstand view rooms, we would pay considerably more than we usually pay at this hotel. BUT, as we were paying a PREMIER rate for a PREMIER room we expected PREMIER customer service. What we got was second rate service by insufficient, overworked staff. In general the staff were very pleasant and tried to do their best, but there simply was not enough of them, and there seemed to be no cohesive strategy for dealing with a full hotel.

This hotel clearly cannot cope when it is full. We have stayed there four times in the past 2 years, but will not do so again unless we can be categorically assured changes will be made. We are awaiting a reply to our complaints from Marriott customer services.

  • Stayed: August 2012, travelled as a couple
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2  Thank TommoNorfolk
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
Reviewed 29 August 2012

I stayed here with my sisters for two nights for a special celebration. All the areas of the hotel we used (reception, bar, restaurant, pool and rooms) were superbly decorated, extremely clean and very comfortable. The rooms were spacious, well lit (often I've found lighting to be too dim), beautifully kept and very comfortable. We had all we needed and anything else we asked for was provided (eg extra milk etc). The reception and bar staff were very friendly and helpful - and very patient when we were trying to sort out the bill at check out. We ate in the bar/grill one lunchtime which was a good meal. It was also accompanied (completely unexpectedly and unrequested) by surprise birthday cake and wishes! (A card and chocolates had also been left in the room for the birthday girl.) Breakfasts were good on both mornings - plenty of choice and plenty of food. The location is pretty good - we were able to get transport into the city centre fairly easily. The only down-sides - wifi not available in the rooms, but we are promised this is on the way; the price of the meals in the restaurant. These were quite expensive and not always brilliant. However, we would recommend this hotel and certainly use it again. A very lovely stay.

Room Tip: Some rooms are quite a walk - if you have any issues with this, ask for one closer to the reception areas.
  • Stayed: August 2012, travelled with friends
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2  Thank MrsB711
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
Reviewed 29 August 2012

We enjoyed a wonderful meal in the restaurant over the bank holiday weekend. The food was good quality and very well cooked and presented which made it a delight. However the most impressive part of the whole experience was the professional way the staff behaved. We enjoyed exemplary customer service throughout the meal. It was the best service we had enjoyed in a very long time anyway both home and abroad. We would thoroughly recommend this restaurant.

Room Tip: We used the restaurant only.
  • Stayed: August 2012, travelled as a couple
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Thank Sandra W
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
Reviewed 29 August 2012

Stayed here for a weekend ,good standard of rooms and good facilities ,bus stops outside hotel giving access to city of york without the cost of parking ,as we are Marriott rewards customer we were upgraded to a garden suite overlooking York racecourse ,Would recommend this hotel .

  • Stayed: September 2011, travelled as a couple
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Thank rodbla1
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
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