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“Shocking service”

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The Crown Spa Hotel
Ranked #6 of 28 Hotels in Scarborough
Certificate of Excellence
bristol, uk
2 reviews
common_n_hotel_reviews_1bd8 56 helpful votes
“Shocking service”
Reviewed 8 October 2012

Very disappointed by the management response to my complaint i.e no response at all. Quite happy to respond to people on tripadvisor, he ignores emails with private complaints which is no way to run a business.
Seeing as i am here shall give my full review as well.Was not impressed on arrival to see a big sign warning guests not to be abusive to staff, what a terrible welcome, obviously the poor service is angering people, thats what that message gives out. Booked 3 rooms with my family, all given rooms at the back of the hotel. As I was travelling as a couple, we found the bed far too small and bouncy so tried to upgrade to a superior room. The only choice we were given was a seaview room which was £30 extra, had no choice but to take it as we wanted to have a good nights sleep. The room was nice with a good view although it was a lot hotter than previous room, it would be far too hot in mid summer but just about passable in september with window open.
As we were new to Scarborough we were depending on the wi fi that they had advertised as freely available thoroughout the hotel to arrange onward travel plans, book flights and research the area. It didn't work anywhere not in the reception area, not in the bedrooms, not even a poor connection, just none, didn't get to a password stage.
We all had our computers and couldn't use them, the member of staff all he could do was turn on and off the router and stare at our computer but the problem was elsewhere and if resetting the system didn't work then that was that. Quite a lot of time was wasted doing this which was a shame as it was only a flying visit to Scarborough and every hour was precious I complained again at reception in the morning and was informed it was a free service implying therefore i had nothing to complain about. Had to use an international dongle (which we had for emergency use) which was expensive just so we could book some essential travel.

The duty manager spoke to general manager about our request for the room upgrade to be complimentary (this was to make up for all 3 rooms) and we were informed that we could have the one newspaper we ordered free, how's that for making it up to customers who were severely inconvenienced. If the breakfast was included in the room you would expect to get it, not to be told it was free anyway so never mind. I left the hotel feeling quite upset about the way we were treated and our complaint handled. Emailed general manager on return a couple of times and he has steadfastly refused to respond, very rude. A hotel has to provide the facilities it advertises, i guess they don't know that so we will be looking to take this down a legal route, would have much preferred to sort it out amicably.

  • Stayed September 2012, travelled with family
    • Value
    • Location
    • Sleep Quality
    • Cleanliness
    • Service
Helpful?
4 Thank annabelC
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
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Rating summary
  • Location
    4.5 of 5 bubbles
  • Sleep Quality
    4 of 5 bubbles
  • Rooms
    4.5 of 5 bubbles
  • Service
    4.5 of 5 bubbles
  • Value
    4 of 5 bubbles
  • Cleanliness
    4.5 of 5 bubbles
Traveller tips help you choose the right room.   Room tips (741)
Date | Rating
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  • English first
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English first
Liverpool, United Kingdom
Level Contributor
5 reviews
3 hotel reviews
common_n_hotel_reviews_1bd8 4 helpful votes
Reviewed 7 October 2012

I regularly stay in hotels for business and can say that I've stayed in some 2 star B&B's which were better than this. It's a case of 'fur coat and no knickers!' - its all top show, but underneath there is no substance.
Double glazed sash windows that have a 10mm gap at the top - impossible to close without reaching outside to hold the window in place. Draughty.
Wet room style shower - water went all over the rest of the bathroom and didn't drain properly. The only lighting near the shower was the pink mood lighting - not really appropriate.
I didn't know that you had to book in advance for the restaurant, and the bar was full so colleague and I had to go out for meal the first night. Second night we booked, but the food wasn't up to scratch.

Won't be going again.

  • Stayed October 2012, travelled on business
    • Value
    • Location
    • Sleep Quality
    • Rooms
    • Cleanliness
    • Service
Helpful?
2 Thank Liverp00ltraveller
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
crownspahotel, Manager at The Crown Spa Hotel, responded to this review, 9 October 2012
May I first of all say how disappointed I am that you stay wasn’t and enjoyable one. I do wish that your concerns had been brought to the management who I can assure you would have put things right.

We have had some issues with some of the double glazed sash windows but this has now been corrected.

On arrival we do ask all customers if they would like to make a dinner reservation and also give all customers a letter that states booking a dinner reservation is recommended. I am extremely disappointed that you will not be returning but do hope that if you do you will find things to a four star standard.

May I finally say that we do listen to all comments from our customers and act on them to create a better product for future guests.

Kind Regards

David Chambers / Operations Manager
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This response is the subjective opinion of the management representative and not of TripAdvisor LLC
Derbyshire
2 reviews
common_n_hotel_reviews_1bd8 1 helpful vote
Reviewed 4 October 2012

We booked a 2 night stay from Monday 01st Oct to Weds 3rd to celebrate our 25th Wedding Anniversary. Decided on a feature room with balcony and seaview, we were not dissapointed. The room was absolutely beautiful and highly recommeded, we had previously stayed in the penthouse rooms on the top floor and these are equally nice but not as spacious if you pefer more space then the feature room is the one to book. On entering our room we noticed the hotel management had made an extra special touch with an anniversary card and a complimentary box of chocolates which was a lovely gesture and much appreciated. We had a great time and will most deffinately be returning. The food in the restaurant was amazing so compliments to the chef. In our opinion this is the place to stay.

Room Tip: Room 104 very spacious and elegant.
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  • Stayed October 2012, travelled as a couple
    • Value
    • Location
    • Sleep Quality
    • Rooms
    • Cleanliness
    • Service
Helpful?
Thank Jackie T
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
crownspahotel, Manager at The Crown Spa Hotel, responded to this review, 9 October 2012
Congratulation on 25 years of marriage and thank you for a wonderful review and delighted that you are looking forward to returning.

The feature rooms really are wonderful and extremely spacious with amazing views over the coast.

I will certainly pass on your kind words to our team. We very much look forward to welcoming you back very soon.

Kind Regards

David Chambers / Operations Manager
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This response is the subjective opinion of the management representative and not of TripAdvisor LLC
West Mids
Level Contributor
11 reviews
6 hotel reviews
common_n_hotel_reviews_1bd8 4 helpful votes
Reviewed 4 October 2012

Had a three night stay in late September, and thoroughly enjoyed it. The room was lovely, breakfast was good (recommend the smoked salmon and egg) and we loved the hotel. We ate in the bar two of the nights and the food was tasty and well priced.
The swimming pool and gym facilities were outstanding, although quite busy. We also had the a spa treatment (Mud Rasul) it was pampering perfection. The spa was a much quieter retreat, and we felt really looked after. All in all - we can't wait to go back!!!

Room Tip: We used the advance purchase deal - so got spa vouchers thrown in, as well as an early check in and...
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  • Stayed September 2012, travelled as a couple
    • Value
    • Location
    • Sleep Quality
    • Rooms
    • Cleanliness
    • Service
Helpful?
Thank cinabar
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
crownspahotel, Manager at The Crown Spa Hotel, responded to this review, 9 October 2012
Thank you for a wonderful review and delighted that you are looking forward to returning. The spa is a great place to totally forget about the cold winter that lies ahead and offers total relaxation.

I will certainly pass on your kind words to our team. We very much look forward to welcoming you back very soon.

Kind Regards

David Chambers / Operations Manager
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This response is the subjective opinion of the management representative and not of TripAdvisor LLC
fourstones
2 reviews
Reviewed 2 October 2012

I booked a weekend break at short notice for two people. I got a great deal on the room which was large and airy and had windows that opened on to a (small) terrace with seats.The view over the harbour,South Bay and the beach was magnificent and there was even a telescope to study everything in more detail. The bathroom that was built into the room was quite ugly but in the circumstances acceptable. We had a settee and large flat screen TV with (a first for me) an electric fire. Dinner was OK but the menu was not terribly exciting and my dressed crab was expensive for what it was. Breakfast - continental - was fine with a good selection. High point of the stay however was the Spa and treatments. Convenient and a great way to spend an afternoon. On street parking was free and it was an easy walk to the town, beach and spa. staff friendly.Would definately stay again

Room Tip: get a sea view - it makes all the difference even at nught when the town is lit up.
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  • Stayed September 2012, travelled with family
    • Value
    • Location
    • Sleep Quality
    • Rooms
    • Cleanliness
    • Service
Helpful?
Thank fourstones1
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
crownspahotel, Manager at The Crown Spa Hotel, responded to this review, 9 October 2012
Thank you for a lovely review. During the refurbished of the hotel we did have somewhat of a dilemma with some of the bathrooms as in they were rather small, in the case of room 112 we did extend it into the bathroom to make it more spacious which has made the bedroom slightly smaller, yours is the first comment with regards to how it looks and I do take on board your view.

We do have a wonderful Spa and would recommend that any prospective customer looks what is on offer as it really can make an enjoyable stay even more enjoyable.

We do charge the crab at market price and as have found that to the back end of the summer they are becoming a little more expensive.

I will certainly pass on your kind words to our team. We very much look forward to welcoming you back very soon.

Kind Regards

David Chambers / Operations Manager
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This response is the subjective opinion of the management representative and not of TripAdvisor LLC
Leeds, United Kingdom
Level Contributor
36 reviews
16 hotel reviews
common_n_hotel_reviews_1bd8 17 helpful votes
Reviewed 2 October 2012

We stayed at the Crown Spa on Friday 28 September 2012.

The hotel sits on the top of the cliffs in the South Bay and overlooks the harbour. On arriving the hotel exterior looks impressive and on entering the lobby looks clean and the reception staff were friendly. We arrived before the permitted check in time, however the staff were happy to check us in and asked us to return in an hour or so to pick up the keycards.

We stayed in a superior double room costing just under £100 and were lucky enough to find a parking spot outside the hotel - the area is full of other hotels and guesthouses so parking may be an issue if you arrive at peak times. The room was very nice and the bathroom even had a tv in it although i'd probably pay extra and get a sea view if i stay again. We had a veiw of the train station and theatre which was fine.

We ate in the hotel's restaurant on the evening. The food was nice and the bill came to about £60 (including a bottle of wine) - cheap compared to other places. If you want something quicker or less formal the hotel has a bar which serves meals.

The breakfast was adequate - plenty of cereals, yoghurts, fruit and pastries. Like most hotels a full english breakfast costs extra and £5 is fine.

If I had to make a negative coment it would be about the bath towles - they are not very big. But that is easily solved and is a complaint I have about most hotels we stay in.

Overall, a very nice hotel and well worth a stay.

Room Tip: Pay extra for a sea view!
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  • Stayed September 2012, travelled as a couple
    • Value
    • Location
    • Sleep Quality
    • Rooms
    • Cleanliness
    • Service
Helpful?
Thank A_J_C_1_2_3_4_5_6
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
crownspahotel, Manager at The Crown Spa Hotel, responded to this review, 9 October 2012
Thank you for a detailed and honest review, I am delighted that you have had an enjoyable stay and found that everything was to your expectations.

I will certainly pass on your kind words to our team. We very much look forward to welcoming you back very soon.

Kind Regards

David Chambers / Operations Manager
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This response is the subjective opinion of the management representative and not of TripAdvisor LLC
Harrogate, United Kingdom
Level Contributor
47 reviews
15 hotel reviews
common_n_hotel_reviews_1bd8 13 helpful votes
Reviewed 2 October 2012

Third stay at the Crown, Staff, rooms, facilities and food all first class. remembered booking a sea view for the weekend, Hotel provided binocs for the view but a sea frett set in and we did not see a thing, we chuckled at this but we did enjoy our stay

  • Stayed September 2012, travelled as a couple
    • Value
    • Location
    • Sleep Quality
    • Rooms
    • Cleanliness
    • Service
Helpful?
Thank Jobev_11
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
crownspahotel, Manager at The Crown Spa Hotel, responded to this review, 9 October 2012
Thank you for taking the time to write such a positive review. Nothing pleases us more than receiving positive feedback from returning guests. It is great when we have guests return and tell other travellers on trip advisor what a great time they have had.

I will certainly pass on your kind words to our team. We very much look forward to welcoming you back very soon.

Kind Regards

David Chambers / Operations Manager
Report response as inappropriate
This response is the subjective opinion of the management representative and not of TripAdvisor LLC
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Additional Information about The Crown Spa Hotel

Property: The Crown Spa Hotel
Address: Esplanade | South Cliff, Scarborough YO11 2AG, England
Region: United Kingdom > England > Yorkshire > North Yorkshire > Scarborough District > Scarborough
Amenities:
Bar / Lounge Business Centre with Internet Access Fitness Centre with Gym / Workout Room Free High Speed Internet ( WiFi ) Restaurant Room Service Spa Suites Swimming Pool Wheelchair access
Hotel Style:
#2 Business Hotel in Scarborough
#4 Romantic Hotel in Scarborough
#6 Family Hotel in Scarborough
Price Range (Based on Average Rates): £
Hotel Class:4 star — The Crown Spa Hotel 4*
Number of rooms: 115
Official Description (provided by the hotel):
The Crown Spa Hotel, Scarborough's first hotel built in 1845. The interior of the Crown still contains many of the original architectural features which is why it is often featured in many film and television productions. Along with an excellent restaurant the hotel includes the Crown Spa catering for spa treatments and health club facilities including 40ft pool, large Jacuzzi, 5 heat experience rooms and well appointed gym and studio. ... more   less 
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Also Known As:
The Crown Hotel Scarborough
Crown Spa Scarborough
Scarborough Hotel Crown

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