We stayed at this hotel for three nights in August. It was our anniversary and following a very hard year for us my husband booked it as a surprise. I had arranged a large conference there some years ago and loved it. The building is beautiful and the ground floor is still maintained well but that is it very poor there upwards.
I certainly do not recognise the hotel described in some of the other reviews.
Unfortunately the hotel standards have gone downhill since my last stay, the only thing five star about this hotel now is the prices - nine hundred pounds for three nights B&B. On special occasions we are happy to pay for a special treat but have been left feeling very disappointed and ripped off!
The very least I would expect from a hotel of this standard is some recognition of our anniversary but there was none. In answer to our complaint the manager explained that the member of staff who dealt with this was off - not a very credible excuse. In fact the response from the manager was a standard letter and did not seek to make amends, perhaps they are used to these type of complaints?
The main issue was the housekeeping which was extremely poor. We moved rooms three times before, in desperation, paying to upgrade to a suite which was not much better but at least had a balcony. The public area on the ground floor is better but after that it is clear the decoration and standards fall very far short of five star.
The bathrooms are very small, even in the suites and were decidedly average. They all have carpets on the floors which in all three rooms had hair, tissue and other debris stuck to them. In the first room there was mould and pubic hair in the bath. The bath itself was chipped and had very little enamel on the bottom. Not one bathroom had a separate shower and all were very old fashioned and in need of an upgrade.
During the three nights in the suite our bathroom was never hoovered and the toiletries were not replenished - hardly a five star service.
Each of the three rooms were very shabby and needed decorating. The skirting boards were damaged and very dusty and we could not understand why the carpets were dusty / dirty in every room. The housekeeping is very very shoddy.
The breakfast was distinctly average with very thin toast, and bacon so hard it was difficult to cut or eat. The staff were more interested in clearing tables to get finished than looking after customers. Eggs were never as we ordered and tasteless mushrooms just sat soaking in water. We did not bother to have dinner as the menu each day was so uninspiring.
The hotel itself was very quiet and I wonder if they are trying to cut costs which is affecting the quality. The majority of the guests at this hotel are elderly and I can understand they have to cater to them but this hotel needs to update if it has any hope of retaining new customers. Had the manager even offered a free stay, we wouldn't go back!!
The bar each evening had less than a dozen guests. There were packs of playing cards for guests which gives you an idea of the type of hotel this is and who they are catering to almost exclusively. The prices in the bar were on a par with London hotels however the quality of wine at over ten pounds a glass was not.
The indoor and outdoor pools were not heated and we were told this was due to a problem with the pump. We were unable to use the outdoor pool during our stay which was a shame as it was sunny. Again this was disappointing as you would expect a five star establishment to fix such a small problem quickly. There were also not many treatments available and during our stay found this was because of staff training. My husband was not informed about this on booking so we were unable to take advantage of many of the spa treatments.
The one good thing about the hotel was that the majority of staff were all very friendly and professional.
The manager wrote to us promptly on receiving our comment card but as mentioned the reply was almost insulting! By way of recompense he offered a free upgrade for our next stay. This type of offer from a five star hotel is appalling. The upgrade cost us only 75 pounds and costs the hotel nothing, it was a cost we paid because the standards of the executive sea view rooms was so bad! Having previously managed hotels I know that a refund of the 75 pounds would have been the least that a hotel of this standing would offer and can only assume that they are struggling financially. Had the manager apologised with a genuine offer we perhaps would not be so upset as to go to the trouble of writing reviews.
Local people told us the hotel had gone downhill and was no longer popular and that prices had been over-inflated which is so sad for a once grand hotel.
This hotel is definitely not worth the money charged do not waste your time.
- Official Description (provided by the hotel):
- England's only five-star seaside hotel, The Grand in Eastbourne is one of the UK's most magnificent hotels. Variously described as a 'White Palace' and 'Wedding Cake', the majestic landmark property occupies a prime spot on the town's seafront with panoramic views along the coast and towards the cliffs at Beachy Head.Facilities include 152 beautiful bedrooms, many with stunning sea views. 2 Award winning Restaurants. Indoor and outdoor heated swimming pools, fully equipped Gymnasium and 8 beauty rooms. ... more less
- Reservation Options:
- TripAdvisor is proud to partner with Booking.com, LateRooms, Expedia, Odigeo, TripOnline SA, Hotels.com, Superbreak UK, Priceline, Traveltool, S.L.U., Evoline ltd, HotelQuickly and Cancelon so you can book your The Grand Hotel Eastbourne reservations with confidence. We help millions of travellers each month to find the perfect hotel for both holiday and business trips, always with the best discounts and special offers.
- Also Known As:
- Eastbourne Grand Hotel