This was my 4th stay at this hotel and have always enjoyed my stay and had the same room which is one of the upgraded room 2002 and is defiantly 4*. This vist I had booked 2 rooms 2002 and 2003 as required 2 twin rooms. On arrival I was a bit upset that I had been given room 1002 and 1003 which was a twin and a double. Thinking there was some mistake I explained that this is not what I had booked. The response left me speechless the so called duty manager informed me that as I had mentioned I had a disabled parking badge (only mentioned as you are exempt from parking charge) that they had allocated me the room with a walk in shower and thats why I had been given room 1003. I advised the duty manager that why had I been allocated that room when I had specifically asked for room 2002 and was told that there would be no problem. I told her I may have a disability but I like a bath and really they should have consulted me and not just presumed that this is what I wanted. I also queried why my daughter and her friend were given a double bed when again I had asked for a twin. The explanation to this was they had a note on the booking that my daughter would be using the room on her own. (must have missed that conversation when booking) she advised that there were no more rooms anywhere in the hotel as they were full. As we were only there for 1 night instead of the normal 2 we decided to make do but as for the duty manager she was so unhelpful and did not even apologise. Another lady came to complain as she had been given a double room instead of a single and the duty manager was very dismissive and rude and told her that she booked on the internet and thats what she had booked. I looked at my daughters room and whilst ok was NOT 4* and when we opened the wardrobe the TV and tea making facilities were in there and the shelf was covered in old tea stains and very grubby, and large stains on the carpet. When I went to my room I would describe it as just ok but again NOT 4*. There was no door on the wardrobe but the worst was yet to come, I looked at the bathroom and just burst into tears the shower had carer screen and for those who do not know what 1 is its a long plastic screen about 2ft high to allow a carer to shower you without getting wet and best of all there was a perching stool to sit on. I felt like I had walked into some grotty old care home and not a 4* hotel. I felt gutted that a 4* hotel could get a way with providing a room of this standard and expect someone with a disabiltiy of any kind to be happy. My friend spoke to the same duty manager and was told that its easier for people to get in the wardrobe without any doors. My friend told her that the bathroom was totally unacceptable and how upset I was and she offered us another room as someone had not checked in. Again no apology or understanding of how upset I was. No age group should have to accept a bathroom of this standard and as I am only 45 was horrified as the way they treat guests with mobility issues. The replacement room was an improvement but again not the 4* standard of the room that I always stay in and is in desperate need of decorating but was functional. The shower screen leaked, and there were black stuff around the plug which you could wipe off with your finger. The curtains let the light in so by 5am i felt like I was outside. My friend after complaining asked the duty manager for a bottle of wine on the house which was provided to the room by a lovely young man from the bar. I was still a little bit upset over the whole room incident and he asked me what was wrong. I told him and he was so apologetic and said he hoped it did not put me off from going again and agreed that what had happened was not acceptable. I advised him that I had recommended this hotel to many friends who had also visited and expected better considering this was my 4th visit. The customer service that we received from the front desk was disgraceful and I know they were fully booked but a sorry would not have gone amiss. I will never return to this hotel again if this is how they treat customers and really question how this hotel can get a 4* rating when they are offering rooms of this poor standard. On the way to the car park my friend looked in room 2002 whilst it was being cleaned and now understands why I was so upset as the room we were allocated. So customers beware some of the rooms are not 4* standard, if you are lucky enough to get an upgraded room you will have a lovely time as I have on 3 other occasions
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- Also Known As:
- Kimberley Hotel Harrogate, Yorkshire