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“Annoyed & Very disappointed!” 2 of 5 bubbles
Review of Durham Marriott Hotel Royal County

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Durham Marriott Hotel Royal County
Ranked #8 of 19 Hotels in Durham
Certificate of Excellence
Edinburgh, United Kingdom
Level Contributor
18 reviews
11 hotel reviews
common_n_hotel_reviews_1bd8 11 helpful votes
“Annoyed & Very disappointed!”
2 of 5 bubbles Reviewed 3 November 2012

We booked in for a 3 nights stay less than a week before arriving. We chose the hotel for its leisure facilities so were very upset to discover on arriving that the boiler had been broken for 2 weeks! therefore the pool was closed.We complained to the deputy manager who very kindly offered to wave the £5 per day parking charge and offered to send us whenever we wanted, by free taxi, to a sister hotel to use its facilities. We initially accepted this. However, once we had unpacked we went for a walk around Durham. When we got back to our room we realised it was very cold and it started to get colder as the afternoon turned to evening. Turns out the broked boiler also served our wing with central heating so it wasn't working either! This was the last straw so we asked the DM to transfer us to another hotel which he willingly did. We ended up staying at the Metro hotel in Newcastle but we still had to drive back to Durham on family business the next day which was a pain. The DM explained that someone had been painstakingly trying to contact all guests to inform them of the closure of the leisure centre. However, in this day and age why could the information not have been on the hotels website!? That would have saved us all a waste of time. Given the facilities had been out of order for 2 weeks and are not expected to reopen before the 8th November the lack of communication was unacceptable! It didn't help that the restaurant had been closed for refurbishment too and was only expected to reopen on our first night,maybe!? and the receptionist seemed to have an inability to smile! It helped a lot that the DM was obliging but to have incorrect information on a website is just plain wrong!!

  • Stayed October 2012, travelled as a couple
    • 2 of 5 bubbles
      Value
    • 5 of 5 bubbles
      Location
    • 3 of 5 bubbles
      Rooms
    • 3 of 5 bubbles
      Cleanliness
    • 2 of 5 bubbles
      Service
Helpful?
5 Thank MELTED_10
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
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1,376 reviews from our community

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Rating summary
  • Location
    4.5 of 5 bubbles
  • Sleep Quality
    4 of 5 bubbles
  • Rooms
    4 of 5 bubbles
  • Service
    4 of 5 bubbles
  • Value
    3.5 of 5 bubbles
  • Cleanliness
    4 of 5 bubbles
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Wigan
Level Contributor
9 reviews
3 hotel reviews
common_n_hotel_reviews_1bd8 10 helpful votes
2 of 5 bubbles Reviewed 3 November 2012

We booked the hotel for its proximity to the city centre and because it had a pool. We thought we would pay more and treat ourselves a little for this half term trip out and about. In retrospect I wish we had saved our money and gone for a cheaper option as I probably wouldn't feel so disappointed.
The room was perfectly fine and nicely appointed if slightly dusty. The bathroom also nice but slightly dated. Nothing controversial.
I think that having guests gets in the way of the smooth running of the hotel. No one was ever rude but we did feel a bit in the way. There were a multitude of irritations for example both our key cards regularly failed to let us into our room and we had to queue at reception to get them renewed. One bright spark at reception asked us why we didn't use the telephone in the hall to call for help. It was because no one ever answered it. We were told at reception we must be doing something to our cards to wipe them. There were other little irritations which would make this review long in the extreme and me sound even more petty if I enlarged.
Then there was breakfast. On both days we stayed here, food ran out. I got a bit fed up with asking for milk, bread and butter to be replaced, while my breakfast went cold. The pastries were long gone with an hour and a half of breakfast to go. There seemed to be a station where a chef would cook you an egg or pancakes, but there was no one there ever to ask. The thing that upset me most was when we went to the pool to discover that it was out of commission owing to a dodgy boiler. The receptionist at the pool made it clear that we had been told this, when we clearly had not been, either when we booked (which was a couple of days before we travelled, or before setting off or on arrival). we did find a notice on the reception desk when we checked which was A5 sized full of 10pt print about the boiler with no heading to indicate what it was about and no clear idea of the relevance until you read the whole thing top to bottom.
We did mention our disappointment about the pool when checking out to be met with a blank look and the receptionist saying "Well we let as many people know as possible". No apology and frankly I don't think much effort was wasted on letting the paying customers know. So I wouldn't stay here again and I wouldn't advise anyone else to either until the customer service improves. I am not a particularly stroppy person and tend to try and make the best of most things but I really feel short changed here and dont want anyone else to feel the same.

  • Stayed November 2012, travelled with family
    • 1 of 5 bubbles
      Value
    • 5 of 5 bubbles
      Location
    • 3 of 5 bubbles
      Sleep Quality
    • 3 of 5 bubbles
      Rooms
    • 3 of 5 bubbles
      Cleanliness
    • 1 of 5 bubbles
      Service
Helpful?
3 Thank Lulu478
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
Chesham
Level Contributor
67 reviews
24 hotel reviews
common_n_hotel_reviews_1bd8 56 helpful votes
2 of 5 bubbles Reviewed 29 October 2012

We stayed here for our daughter's graduation. We had stayed one night at the excellent Victorian Town House B & B but they were full the following night, so we had to stay at the Marriott, who put their prices up the last week in June because it is Graduation week. The room was tiny and hideously decorated - no soul, and certainly not worth the money. The Reception experience lacked a welcome and friendliness. The breakfast, although there was a huge choice, was just like eating in a school canteen. What a shame such a lovely old building has been ruined by being made into a Marriott Hotel.

Room Tip: Don't stay here if you have a soul.
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  • Stayed June 2012, travelled as a couple
    • 1 of 5 bubbles
      Value
    • 5 of 5 bubbles
      Location
    • 1 of 5 bubbles
      Sleep Quality
    • 1 of 5 bubbles
      Rooms
    • 3 of 5 bubbles
      Cleanliness
    • 3 of 5 bubbles
      Service
Helpful?
4 Thank MagIul
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
Dundee, United Kingdom
Level Contributor
50 reviews
10 hotel reviews
common_n_hotel_reviews_1bd8 4 helpful votes
4 of 5 bubbles Reviewed 26 October 2012

We regularly stay here for trips to the Stadium of Light, you recieve a warm friendly welcome, comfortable clean bed and room , food is good, excellent service, your stay can be enjoyed in pleasant quiet surroundings on the banks of the Wear.
Durham is a must do in your lifetime, lots of places of interest to visit in the close and not too distant surrounding areas.
We will be returning in the near future with more to follow.

  • Stayed October 2012, travelled as a couple
    • 3 of 5 bubbles
      Value
    • 5 of 5 bubbles
      Location
    • 4 of 5 bubbles
      Sleep Quality
    • 4 of 5 bubbles
      Rooms
    • 4 of 5 bubbles
      Cleanliness
    • 5 of 5 bubbles
      Service
Helpful?
Thank IPQ
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
Level Contributor
28 reviews
10 hotel reviews
common_n_hotel_reviews_1bd8 20 helpful votes
3 of 5 bubbles Reviewed 25 October 2012 via mobile

I stay at Marriotts on business, this time it was for pleasure. Very disappointed that the closure of the swimming pool, parts of the spa and the restaurant were not advertised, good job we were not on a gourmet spa break! We we offered the smallest room in the hotel ovelooking the car park via a hankerchief sized window. We were moved to a larger room for our three night stay. Ate in the restaurant (the brasserie was functioning as the main eating area while the works on the old restaurant were ongoing) which was disappointing. The newspaper we ordered for the morning did not come, the plumbing, creaky floors and the ventilation system all proved to be very noisy. The hotel does have a great location though. Good car park!

Stayed October 2012, travelled as a couple
Helpful?
3 Thank Lucianchester
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
Preston, United Kingdom
Level Contributor
292 reviews
75 hotel reviews
common_n_hotel_reviews_1bd8 116 helpful votes
4 of 5 bubbles Reviewed 24 October 2012

The Hotel is in an amazing position for enjoying the supreme delights of this extraordinary City - wonderful experience
Rooms and Service - very good
Breakfast - excellent
Staff - excellent

Remarkable and inappropriate focus on parking - I understand the challenge - close to the centre but why should the Guests be penalised for the location ?????? Two star thinking combined with 4* experience!! Result - unfair penalty on guests - please review!!

Room Tip: The staff are excellent - approach them and discuss
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  • Stayed October 2012, travelled on business
    • 3 of 5 bubbles
      Value
    • 5 of 5 bubbles
      Location
    • 4 of 5 bubbles
      Sleep Quality
    • 4 of 5 bubbles
      Rooms
    • 4 of 5 bubbles
      Cleanliness
    • 4 of 5 bubbles
      Service
Helpful?
2 Thank George647
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
England
Level Contributor
122 reviews
37 hotel reviews
common_n_hotel_reviews_1bd8 67 helpful votes
3 of 5 bubbles Reviewed 24 October 2012

Stayed recently and service excellent, room OK but starting to show it's age here and there (broken tiles etc). Bed really comfortable and good breakfast. Only down side was the pool was closed and they were refurbishing the restaurant otherwise would have scored higher.

Stayed October 2012, travelled on business
Helpful?
2 Thank NickAAAA
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
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Additional Information about Durham Marriott Hotel Royal County

Property: Durham Marriott Hotel Royal County
Address: Old Elvet, Durham DH1 3JN, England
Region: United Kingdom > England > Durham > Durham
Amenities:
Bar / Lounge Business Centre with Internet Access Fitness Centre with Gym / Workout Room Restaurant Room Service Spa Suites Swimming Pool Wheelchair access
Hotel Style:
#3 Spa Hotel in Durham
#4 Luxury Hotel in Durham
#8 Business Hotel in Durham
Price Range (Based on Average Rates): ££
Hotel Class:4 star — Durham Marriott Hotel Royal County 4*
Number of rooms: 150
Official Description (provided by the hotel):
Located in the heart of the historic city of Durham, this hotel – part of which dates back to circa 1630 – boasts views of Durham Cathedral and Castle and is situated on the banks of the River Wear. The Durham Marriott Hotel Royal County is ideally located within this University city, a short walk away from the world famous Cathedral and Castle. Through Durham’s cobbled streets, explore this unique city’s blend of old and new with shops, bars and restaurants to suit all. No 59 Old Elvet restaurant serves a full buffet breakfast with a choice of a la carte options, along with dinner from the Source Grill menu featuring Chef’s unique signature dishes. Afternoon Tea is served daily and a glass of Champagne can be added for an extra special touch. Later in the day choose from an extensive range of classic and contemporary cocktails in the Durham Bar. Alternatively our Starbucks store, situated on the ground floor of the hotel, serves a wide variety of teas, coffees, sandwiches and pastries throughout the day. Relax with a visit to the hotel’s leisure centre, complete with indoor swimming pool, gym, spa bath, sauna and steam room. The hotel is also ideally located for exploring the north east and its surrounding areas. Just 15 miles (24 km) from the centre of Newcastle and 11 miles (18 km) from Sunderland. Other local attractions include: Beamish – The Living Museum of the North, The Bowes Museum, High Force Waterfall and Durham Adventure Valley to name but a few. ... more   less 
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Also Known As:
Marriott Durham
Durham Marriott

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