Tripadvisor’s scathing responses from an infamous hotel mired in complaints
The Grand Hotel in Scarborough has started to take aim at its negative reviews, as complaints continue to bog down its Tripadvisor page
An infamous hotel has started taking aim at its negative reviews as complaints continue to bog down its Tripadvisor page.
The Grand Hotel in Scarborough has been the subject of a barrage of reviews since 2021 from guests and even former staff who were stunned by the condition of their rooms and the huge queues outside ‘registration.
A number of people have contacted YorkshireLive directly with their concerns and the Borough Council has stepped in to deal with the complaints.
This month, the Grand Hotel has taken the initiative to regularly respond to reviews from the travel site Tripadvisor.
One person left a review complaining of ‘awful, rude, arrogant and miserable front desk staff’, saying: ‘The whole experience of many staff has been terrible for a big business in difficulty. Staff need help. ‘new training and everyone is sticking to hotel policies, shame about the staff who smile and genuinely look after guests.’
Le Grand however fired back with a response saying, “We disagree with your comments regarding the team members you mentioned, these two team members have received outstanding feedback in the past and valued members of our team We are disappointed that you felt it was appropriate to name and shame in a public forum instead of resolving the issue directly with the hotel Our most recent reviews praise the team for its exceptional customer service.
Another person complained that he was given a free early check in and that the staff “loudly and rudely” pointed out that he had to pay for the service. They said, “You completely ruined our day and we asked for a refund and left.”
The Grand replied that they offered a free early check-in solely on the basis that the room type was available, which it was not.
It read: “As such, we couldn’t offer you a room ready to go. However, you became abusive towards the team, so we were only happy to refund you and let you check out of the hotel.”
In another instance, a guest said he had had ‘nightmares’ since his stay as the police were called three times during the night and he looked like a neighbor ‘pounding the floor all night and the staff of the hotel didn’t care!”
The hotel replied: “Not what we expected to read, given that many other travelers have commented on how warm and friendly our team is. Although we work closely with the police in the North Yorkshire it is very rare for them to return, we have a zero tolerance policy and any breach of our terms and conditions leads to customers being asked to leave immediately.”
Guests at this historic hotel on the Yorkshire coast have not all been disappointed, with a recent five-star review praising the venue’s “cleanliness” and “value for money”.
The most recent was a five star review saying that each time they visited it got better.
They said a refurbishment was now ‘well under way’, adding: ‘Rooms are all pleasant and comfortable and all facilities have been improved. Public areas have been restored to their former glory. Great location for the waterfront of sea and the city. will do everything possible to please.”
Another five star review said: “The Grand was an amazing hotel, clean and comfortable. The food was excellent and the staff very helpful and hard working. It was amazing value for money and we highly recommend staying, the hotels Britannia are obviously in the process of renovating the whole property which is a huge project but they are doing very well.”
Another reviewer said he was skeptical about booking after reading but was “very pleasantly surprised”.
She wrote: “We were so glad we did! First of all, the building is very impressive, especially the grand entrance hall. The decoration, carpets and furniture are good. Too bad some people are so disrespectful and think it’s okay to leave their trash for others to pick up.”
She said the room looked “newly decorated” and the towels were “spotless”, adding that the included meals were “very good quality” and the view in the dining room was “fantastic”.
The Mirror spoke to a spokesperson for the Grand Hotel in Scarborough who declined to comment.