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Durham Marriott Hotel Royal County
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Reviews (1,654)
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All reviewsleisure clubthe riverthe hotel car parkelvet bridgeleisure centreexcellent locationa bit tiredper nightsteam roompublic areasreception staffcentral locationbuffet stylebeautiful cityhuge bedsuperior roombreakfast was excellent
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1,463 - 1,468 of 1,654 reviews
Reviewed 29 September 2009

We spent last weekend at this hotel, first class.
Staff could not do more.

  • Stayed: September 2009, travelled as a couple
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Thank Lazenby_9
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
Reviewed 15 September 2009

We have just returned from a 4 day trip to Durham staying at the Marriott in the city centre. The hotel was very comfortable and the staff were extremely helpful. There are two restaurants - one buffet style - and we had two meals in the buffet restaurant and one meal in the other restaurant. I expected the food to be of a higher standard as this was a 4* hotel and the standard was significantly improved in the restaurant with table service. Breakfast was extremely good and well presented. The staff are young and relatively inexperienced which was evidenced by being brought two glasses of white wine when we asked for Cabernet Sauvigon and she didn't know the difference but this could be easily remedied. The hotel is well placed for visiting the local attractions.

  • Stayed: September 2009, travelled as a couple
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Thank mosshead
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
Reviewed 29 August 2009

I have never encountered such rude and unhelpful staff in a 4* hotel! We stayed for one night in July 2009 - we had to queue for 20 minutes at reception to be given our key. Lugged our cases us two flights of stairs (the lift is the size of a postage stamp and there was a queue!) and the key didnt work, so had to go back to reception and queue up again to be told we'd been given a key to someone else's room.

The room was very small and very dated, the bathroom was dirty with hairs in the sink and the air conditioning was non-existant. But worse of all the room was so noisy - it had a view of the road and even with the windows shut you could hear everyone's conversation.

We went downstairs but the hotel was hosting an event and we could not get into the bar because it was so full, there were drunk people spilling out into the lobby and the whole place was strewn with glasses and rubbish, with people smoking indoors and no attempt by the staff to control the situation.

The car park had also been shut and we were told to park in a carpark about 5 minutes walk away. Our room rate included free parking and the hotel refused to reimburse the cost of the other carpark.

Due to the nosie going on into the evening, we had to move hotels to somewhere quieter. The reception staff made it quite clear we would get no refund, and even sending in several letters of complaint they still refuse to accept that the hotel wasn't up to standard.

I stay in various Marriotts about 6 times a month with my job and have never had any problems, but this hotel really puts the name to shame - if you want the standard normally associated with a Marriott do not stay at the Durham Royal County!

  • Stayed: July 2009, travelled as a couple
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1  Thank funky_bakery
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
Reviewed 28 August 2009

I stayed for a night recently, along with one child who was looking at the University. I used Marriott points so the room was free ( and I was offered an upgrade). We ate in the bar area and paid £50 for a burger, fish cakes pudding and drinks. Breakfast was a fixed price £14.95 which was too much for what was offered.
Room was quite acceptable; no a/c, but not necessary as is was raining!
Good leisure centre with an excellent (warm!) swimming pool.
I'd recommend it if you want these facilities and the location.

  • Stayed: August 2009
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Thank tim0thyp00le
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
Reviewed 19 August 2009

We have stayed at the Royal County quite a few times over the years (including when it was a Swallow hotel) and were really looking forward to our stay. However, we felt it was no longer a 4 star standard hotel and had a number of issues..

Firstly, the positives. The staff in the main hotel were extremely friendly and this is a great location in the centre of the city (which is stunning). Our room overlooked the river which was good. The pool is a decent size. Great idea to put the bill under the door on the last day to allow express checkout.

Sadly we had a longer list of negatives.
- The food was pretty poor on the whole. We had dinner in the County restaurant and the adult meals were adequate. However, I still cannot believe that the "spaghetti in tomato sauce" on the kids' menu was simply tinned spaghetti tipped into a bowl with a bizarre piece of grey-looking chicken on top. Fine for a greasy spoon but not in a 4 star hotel restaurant. Breakfast was ok but the hot food was not great with congealed/watery scrambled egg and no-one volunteered that you could ask for poached/fried eggs (which were good to be fair). We ordered a pot of tea for 2 in the bar which cost £6 and came on a tray with a stained napkin and dirty milk jug.
- The leisure club hasn't been refurbished since I first visited (a good 15 years ago) and is looking rather tired and grubby in places. The pool is a good size and nice and warm but the staff seemed unfriendly and more keen to tell you what you were doing wrong than being welcoming.
- The room was ok with a nice view but quite heavy, old fashioned decor and bathroom very 1990s (grey with pink flowers) but perfectly functional and good power shower. The fridges/mini-bars had all been decommissioned so no place to cool drinks. There was no air-conditioning in the room and we couldn't get the room to a comfortable temperature with the fan/windows opened as far as possible despite fairly cool cloudy weather.
- Reception seemed understaffed and there was often a queue. Equally phoning reception and housekeeping from the room often took a good 5 minutes before the phone was answered.

I know this sounds all very critical but when you charge £150 plus for a night, you should really deliver an equivalent service. We are not serial complainers by nature and we start every holiday presuming that we will enjoy our stay. We have enjoyed Travelodges and Premier Inns through to top-end hotels such as Calcot Manor and The Grove. But the Royal County fell short on this occasion and, despite our love of Durham, we won't be returning unless there are some big changes.

  • Stayed: August 2009, travelled with family
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Thank JMSG
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
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