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“Fundamentally wrong”

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Grand Hotel Scarborough
Ranked #28 of 28 Hotels in Scarborough
Leeds, United Kingdom
Level Contributor
4 reviews
common_n_hotel_reviews_1bd8 3 helpful votes
“Fundamentally wrong”
1 of 5 bubbles Reviewed 7 March 2009

There are major issues with the Grand in Scarborough.
We arrived excited at the prospect of staying in such a fantastic looking hotel. The Grand is a dominating feature in most images of Scarborough, and gives the impression of quality, luxury and grandure. Inside, however a very different picture is portrayed.

We checked in and set off up to the 5th floor to our designated room. As we walked past other rooms the doors looked clean and everything was as we expected. When we finally arrived at our room, we were looking forward to getting in and having a a good chill out after walking in Dalby forest and around Scarborough. Once inside the room we were disgusted.

The first thing we noticed were the cups and spoons of the tea making facilities. These looked like they had been left over from previous guests and not cleaned. Then we started to look closely.
The unit on which the tea making facilities sat, was filthy. It looked like milk had been spilt and had gone underneath the glass top of the unit and never attempted to be cleaned.
The furniture itself is very dated, which is fine and gives it an old world feeling, but then to stick a cheap flat-pack wardrobe in the room, which had abviously been brought from somewhere else due to the plug socket cut out in the back, is just cheap.
Then we saw the wall around the door frame. Cracks and holes and pipes (shown in the photo).
There were wires poking through the ceiling, which looked ready for something installing.
The sheet on the bed was filthy, with patches of something which had been spilt on it, and holes. The carpet was dirty and needed a good hoover.
Then the en-suite shower room. Filthy. Limescale and mould everywhere (shown in the photos).
Finally there were just screw/rawlplug holes in the walls. This is obviously where things have been removed awaiting the refurbishment.

Granted we booked the room at a discount rate of £40, but this is still clearly not acceptable. This room should not have been available. The room should be closed until it is refurbed.

I simply don't understand how the room could have got THIS BAD. There is obviously something fundamentally wrong with the planning/organisation behind the refurbishment work going on at the Grand.

In the end we decided to complain where we were told there are no other rooms available. When we said the room is clearly not up to letting we were simply told it's a head office matter. We were given a refund, as we decided we couldn't stay in that room overnight. This refund however is delayed in going back onto a credit/debit card so we were left with no accommodation in Scarborough at 6pm.

  • Stayed March 2009, travelled as a couple
    • Value
    • Location
    • Rooms
    • Cleanliness
    • Service
Helpful?
1 Thank cnjdavison
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
B_Public_Relations, Public Relations Manager at Grand Hotel Scarborough, responded to this review, 17 March 2009
Thank you for your review. We are sorry some areas of your stay did not meet your expectations. Your comments regarding housekeeping have been passed to the relevant department for investigation. Our traditional décor means that often a wide range of fabrics are used to furnish our bedrooms, although you are aware that the hotel is currently undergoing refurbishment, which will ensure all rooms are of the same high standard. We apologise for any inconvenience caused and hope this does not deter you from staying with Britannia Hotels in the future. Feedback is important to us as we use it to further improve our services and standards and we thank you for your comments.
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6,116 reviews from our community

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2,950
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Rating summary
  • Location
    4 of 5 bubbles
  • Sleep Quality
    3 of 5 bubbles
  • Rooms
    2.5 of 5 bubbles
  • Service
    2.5 of 5 bubbles
  • Value
    3 of 5 bubbles
  • Cleanliness
    3 of 5 bubbles
Traveller tips help you choose the right room.   Room tips (2,143)
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English first
Sussex UK resident
Level Contributor
28 reviews
19 hotel reviews
common_n_hotel_reviews_1bd8 17 helpful votes
4 of 5 bubbles Reviewed 3 March 2009

This hotel is cheap, down at heel, but cheerful and excellent value for money. It's less than 10 mins walk from the station (downhill), you get a sunny hello at reception, a fairly dismal room (well you can't have dinner bed and breakfast for only £37.50 without some downside), a great breakfast, and a terrific clifftop location and views. And faded though its glory may be, it's still fun to come down that grand staircase (quicker than the lift too).

  • Stayed February 2009, travelled on business
    • Value
    • Location
    • Rooms
    • Cleanliness
    • Service
Helpful?
3 Thank EnglishAssessor
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
B_Public_Relations, Public Relations Manager at Grand Hotel Scarborough, responded to this review, 9 March 2009
Thank you very much for your review. It is always pleasing to receive positive comments. We look forward to welcoming you back in the future.
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Middlesbrough,Cleveland
1 review
2 of 5 bubbles Reviewed 3 March 2009

My husband and I stayed here for valentine weekend along with our brother and sister-in-law the room was filthy there was even food deposits left on the floor in large lumps and dusty fluff all around the edges of the carpet this room had not been cleaned in months,the bathroom was disgusting not only was it old and shabby the toilet had leaked at sometime and had a coating of dark brown all around the area where the collar is for the waste to go out and there was thick fluffy dust around under the sink,there was also a horrible smell in the room and the light bulb had blown in the main light. I went down and complained but was told there were no other rooms so I asked for a refund which I also couldn't have as I had booked through an agent so I asked for a light bulb and some air freshener and was told by the young man that he would deal with it. TO THIS DAY I AM STILL WAITING. The breakfast was ok apart from the huge cue you had to wait in each morning that went to the top of the staircase and we never ventured in for the evening meal so cannot comment.There is a definite lack of staff and I never saw or heard a hoover in the whole weekend that I was there or saw anyone polishing which is not normal by any standards,also you had to cue ages before you got served with a drink

  • Stayed February 2009, travelled with family
    • Value
    • Location
    • Rooms
    • Cleanliness
    • Service
Helpful?
Thank JetSetGinge
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
B_Public_Relations, Public Relations Manager at Grand Hotel Scarborough, responded to this review, 17 March 2009
Thank you for your review. We are sorry some areas of your stay did not meet your expectations. The hotel is currently undergoing refurbishment, which will ensure all rooms are of the same high standard; however, your comments regarding housekeeping have been passed to the relevant department for investigation. Our restaurant opening times for breakfast are between 7.30am and 9.30am and unfortunately if guests arrive during peak periods there may be a short wait for a table and we apologise for any inconvenience caused. Feedback is important to us as we use it to further improve our services and standards and we thank you for your comments.
Report response as inappropriate
This response is the subjective opinion of the management representative and not of TripAdvisor LLC

Travellers are raving about these Scarborough hotels

Leicester
Level Contributor
24 reviews
15 hotel reviews
common_n_hotel_reviews_1bd8 45 helpful votes
3 of 5 bubbles Reviewed 2 March 2009

Went as part of a weekend coach trip. Had a basement room - no windows. Room had been refurbished to a reasonable standard. Friends had an upper floor room with a large window, but some peeling paint - ready for refurbishment. A spectacular building in a spectacular location - but what a money pit for the owners! Meals were reasonable, not outstanding, as part of our package. This was a self service carvery type meal, with plenty of choice. Good self service breakfast. Note: don't try the tea - stewed in a flask for "hours!" There was evening entertainment each night, but depends on personal choice.

  • Stayed February 2009, travelled with friends
    • Value
    • Location
    • Rooms
    • Cleanliness
    • Service
Helpful?
1 Thank The_N0mads
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
B_Public_Relations, Public Relations Manager at Grand Hotel Scarborough, responded to this review, 4 March 2009
Thank you very much for your review. It is always pleasing to receive positive comments. We look forward to welcoming you back in the future.
Report response as inappropriate
This response is the subjective opinion of the management representative and not of TripAdvisor LLC
northumberland
Level Contributor
24 reviews
21 hotel reviews
common_n_hotel_reviews_1bd8 45 helpful votes
1 of 5 bubbles Reviewed 28 February 2009

arrived home yesterday (27th feb) after a five day break with National holidays. Room was disgusting, broken glass all over the floor, filthy carpets, The shower was so small I could'nt use it and I am not big.The room was long but very narrow so I could not get my wheelchair past the beds to look at the lovely view. We did not make a complaint as the reception staff were very rude to people in front of us wishing to change their rooms for similar reasons. One of the lifts was out of order the first day . After waiting an hour to get in we gave up. Next day the lift to the dining room downstairs was out of order so we missed breakfast as well. Why cant disabled people be given permission to use the other resturant on ground level ? The meals we did have were very nice though. If we go again I shall pay the £20 per night to upgrade to a premier room..

  • Stayed February 2009, travelled as a couple
    • Value
    • Location
    • Rooms
    • Cleanliness
    • Service
Helpful?
Thank traveler6555
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
B_Public_Relations, Public Relations Manager at Grand Hotel Scarborough, responded to this review, 30 March 2009
Thank you for your review. We are most concerned regarding your comments and would like the opportunity to respond. We are sorry that some areas of your stay did not meet your expectations and your comments regarding housekeeping have been passed to the relevant department for investigation. The Hotel Management have clarified that if lift facilities are not in use, guests who require wheelchair access are offered the use of Premier dining, and we can only apologise if you were unaware of this. The hotel has 2 disabled friendly rooms and unfortunately when these rooms are allocated, they do their best to allocate rooms accordingly.However; we apologise for any inconvenience this may have caused. Feedback is important to us as we use it to further improve our services and standards and we thank you for your comments.
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This response is the subjective opinion of the management representative and not of TripAdvisor LLC
chesterfield
Level Contributor
6 reviews
4 hotel reviews
common_n_hotel_reviews_1bd8 6 helpful votes
1 of 5 bubbles Reviewed 25 February 2009

very disappointed. filthy bathroom. beds broke. twice!! i think they have bought all the masking tape in Scarborough!!! it was on the carpet, on the windows and on the broken glass on first floor landing. Absolutely everywhere.
there was mould on the tiles and mildew all over bathroom.
we paid for a special break at the supposedly stunning hotel. i can honestly say i have seen the same standard when i paid £15 a night at Blackpool! i paid almost£300 for this shocking experience.
people please be aware before booking!!!!!

  • Stayed February 2009, travelled with family
    • Value
    • Location
    • Rooms
    • Cleanliness
    • Service
Helpful?
1 Thank jaynechesterfield
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
Yorkshire
Level Contributor
5 reviews
5 hotel reviews
common_n_hotel_reviews_1bd8 1 helpful vote
3 of 5 bubbles Reviewed 23 February 2009

Stayed at the Grand Feb 20th - 22nd.
After queing for 20 mins to check in with just one member of staff and numerous people asking for a change of room finally got our room.
It was a refurbished room which was adequate, reasonable size and relatively clean.
Had Dinner the first night - not the greatest experience. Ate at ASK the second night!
There was a free drinks deal for some guests, which was good if you want to queue for 20 minutes to get served from the one dedicated bar.....
Breakfast also was a little chaotic, we got down for 8:50 and had to queue for 15 mins to get into the dining room.
The cabaret was OK but never on time.
The hotel is a typical example of a badly managed hotel.
What a great shame as the building is pretty spectacular and should be preserved in a better state.

  • Stayed February 2009, travelled with family
    • Value
    • Location
    • Rooms
    • Cleanliness
    • Service
Helpful?
Thank Drin1
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
B_Public_Relations, Public Relations Manager at Grand Hotel Scarborough, responded to this review, 10 March 2009
Thank you for your review. We are sorry some areas of your stay did not meet your expectations. Our restaurants are self service and are regularly re-stocked with fresh produce but we understand that personal choice of food is a subjective matter. Our restaurant opening times for breakfast are between 7.30am and 9.30am and unfortunately if guests arrive during peak periods there may be a short wait for a table. We are sorry that you felt management was not up to standard and your comments regarding this issue have been passed to the relevant department for investigation. Feedback is important to us as we use it to further improve our services and standards and we thank you for your comments.
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 Grand Hotel Scarborough

Property: Grand Hotel Scarborough
Address: St. Nicholas Cliff, Scarborough YO11 2ET, England
Region: United Kingdom > England > Yorkshire > North Yorkshire > Scarborough District > Scarborough
Amenities:
Bar / Lounge Beach Business Centre with Internet Access Free High Speed Internet ( WiFi ) Pets Allowed ( Dog / Pet Friendly ) Restaurant Wheelchair access
Hotel Style:
#7 On the Beach Hotel in Scarborough
Price Range (Based on Average Rates): £
Hotel Class:3 star — Grand Hotel Scarborough 3*
Number of rooms: 413
Official Description (provided by the hotel):
Located in the Town Centre, the Grand Scarborough Hotel takes pride of place overlooking the town's harbour and South Bay. One of the town's landmark features and instantly recognisable on the skyline. Our location is ideal in Scarborough from which to enjoy beautiful sandy beaches, promenade walks and all that Scarborough has to offer, all within a short stroll away. LIVE entertainment is available every night with our dazzling cabaret shows featuring professional dancers and entertainers dressed in stunning costumes. We offer free wifi with all of our public spaces, along with dedicated PC terminals (small charge) for customers who do not bring their own computer. We have a range of meeting rooms, conference space with break out area and our stunning Palm Court Ballroom with majestic views of the south bay for hire, including weddings (ceremony & function). ... more   less 
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Also Known As:
Scarborough Grand Hotel
Grand Scarborough
The Grand Hotel Scarborough

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