York Castle Hotel — Hotel in York

Went to this pub for lunch on Sunday the 15/01/23 with a group of people, first grabbed a drink which was fine. Looked over the menu and decided to get the nachos went to the bar placed order with young guy at the bar asked for no salsa and the guacamole on the side as I have a tomato allergy and he said yup ok, waited least 20 mins for food ( not bad ) than my nachos come out and the meat part of it has all sauce with tomato seeds in it which I am anaphylactic to went back to the bar the old lady was behind the bar and I said Hey is there any chance I can swap this with something else as I am allergic to tomato which I had explained already the lady looked at me in disgust and instead of offering another meal of same cost said well your going to have to pay for another meal and wait for it I was a bit taken a back that she wanted me to pay for another meal so I just said oh ok um can I get chicken Cesar salad, than I had to go grab my wallet as I didn’t have it on me as I wasn’t expecting to be told I have to pay for another meal!!! Came back with my wallet and I just said sorry can I change it to the cheeseburgers and the look and attitude I got from this lady was disgusting!!! She huffed and puffed and was so rude , than I waited about 50- 1 hours to get my very lack lustre cheeseburgers !!! This lady shouldn’t be in customer service the food wasn’t great for the price and they aren’t attentive to people with allergies I definitely won’t be eating...

Upon arrival we were told we had no booking by a rude lady. We did have a paid in advance booking and showed the two staff members at the desk all of the paperwork, which included their phone number and email address. We were then told that they knew someone has been impersonating their website. We were given the option of paying again or leaving. Having driven for several hours and not knowing if there was anywhere else to stay, we had to take that option. There was no sign of sympathy and no apology, despite saying they knew about a “fake website problem”, and not having addressed it. This should not have been our problem but they dumped it on us completely. We then told the manager would send us a letter to confirm their position, so we could present it to my wife’s bank as proof. They didn’t send this, they didn’t answer their phone in the 2 days since and they didn’t return any messages. This was only half of a saga that has cost me over $300. Unfortunately I accidentally left my new shoes in the room. I know exactly where they were but when, after 2 days, when they finally answered their phone (no message replies), they insisted the shoes were not there. The cleaner went into the room as we left. They must have my shoes. This is not a place to trust. Even if they did happen to be right on both counts, which is doubtful, we experienced rude responses to our concerns and almost non existent communication. I would recommend avoiding this place...

In my opinion there has been a LOT of unfair, unnecessary negative reviews regarding the staff and facilities of this establishment. Having spent time there ourselves, my travelling companion and I found only 1 thing that was annoying about our stay at The Castle. The minifridge in our suite had a noisy motor. (Which, when reported to management, was immediately swapped out for a silent unit.) That was It! None of the rude or belligerent staff that previously had been claimed to happen. It was great food, not cold, not late, not tasteless and considering what we pay for food in Perth, totally reasonable prices. The rooms are totally satisfactory, yes - there are a few polyfilla patches where paint has been damaged and repaired, but they are obviously in the midst of being repaired. This is called "ongoing maintenance" not "shoddy workmanship". We brought the negative Google reviews to the attention of the manager (Tracy) who honestly told me that she had not seen them and therefore had not had the opportunity to reply. Seriously reviewers, if you have feedback of ANY kind for an establishment, pass it on to the people running the show and give them the chance to make amends. Don't just write up a scathing report for others to judge the place by. That just simply is...