First of all - I would just say don't stay in Britannia Hotel. The way they operate the business is disgusting. I felt like I had been robbed by them - they took my money and I got nothing in return. I booked my trip during the half term week for myself and my partner through late rooms. We booked a double room at the the 4* 'accredited' royal hotel (with gym and pool) which also belongs to Britannia. After driving 200 miles we arrived at the Royal hotel and tried to check in only to be told to wait in the lounge. We booked this hotel because of the pool and gym but found out upon arrival that they were closed for 3 weeks...there was nothing on the hotel website to say this because I checked the facilities etc before we booked. After 30 minutes we were getting irritated and my partner went to find out why we couldn't just check into our room. We were told that they were full and we were being moved to another hotel in Scarborough The Grand. Never have I come across such an un-aptly named place! We put our luggage back in the car and drove across to the Grand. We were told that we were getting a double upgrade which sounded great - until we saw the room! Yuk. it was a small, dirty overheated, worn and outdated room with a disgusting bathroom and twin beds. If this was a double upgrade I cannot imagine what the other rooms were like. We were very unhappy about this as the room just wasn't acceptable. We had been downgraded to a twin room in a 3* hotel with no leisure facilities - even though the hotel staff kept insisting we could use the facilities at the Royal - I explained to them they were closed for 3 weeks but this was news to them! The room was totally unacceptable for a 4 night stay. We complained to reception that the room was not acceptable and were told to wait in an area through some double doors. They are clearly used to dealing with complaints as this was the hotel equivalent of the 'naughty step' to move you away from the other guests who might overhear that you are not happy. we spoke to a manager who was clearly completely disinterested in us. We told him the room was unacceptable and we were not offered another room. We then asked for our money back and was told that this was not possible. Once you pay your money to Britannia you have lost it. We then spoke to the Operations Manager who also told us that we could not have a refund. We could have that room or leave with nothing. The two managers we spoke to really couldn't have cared less about us at all. After driving for hours and being moved from our original hotel to one we didn't book we were pretty miserable. The staff are obviously very unhappy too and they clearly have a lot of complaints to deal with. We are still trying to get our money back and I will never use a Britannia hotel again!
- Official Description (provided by the hotel):
- Pinpointed at the centre of Scarborough and overlooking the beautiful South Bay, The Royal Hotel is in the perfect location to explore all that this enchanting town has to offer, with its fine sandy beaches only 500 metres away and stunning promenade. ... more less
- Reservation Options:
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- Also Known As:
- Hampton Inn Scarborough
- Royal Scarborough
- Scarborough Hampton Inn
- Hotel Royal Scarborough