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.
- 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