Cedar Court Hotel — Hotel in Great Britain

We had a two night stay booked, for two adults and a 14 month old.

We arrived slightly early and checked in with no issues, being told to return around 2.30 when our room should be ready. When we returned, we were allocated room 204. Entering room 204 we were disappointed on two counts.

The first was that there was no cot in the room as requested. This was especially disappointing given that the website advises ringing to book when travelling with a baby, to ensure that everything in the room was suitable.

The second disappointment was that despite being a Diamond member, we were given a standard room, with no upgrade, and no water.

Returning to reception, we were given a new room: 311. We were told that the manager would bring up a travel cot when he finished the meeting he was in. We duly moved our luggage, but were astonished to find that although this room indeed an upgrade, there wasn't actually space for a travel cot.

When two staff members brought up the travel cot, we were shocked by the places they suggested we place the cot. In front of the window, where it was far too cold; in between the bed and wall, which would have left one of us unable to get out of bed; at the bottom of the bed, which would have left the other of us unable to walk around the bottom of the bed. It was obvious to all of us that the room was not suitable for a travel cot, and that in fact placing it anywhere in the room would have been a health and safety violation, impeding or preventing our exit in an emergency. Additionally, the travel cot provided was so dirty as to be unusable, and the mattress which was placed in the cot would have made it easy for a mobile baby to climb out.

After telling the two staff members that the room was unsuitable, and asking for a refund, we were given another room, our third. Room 339. This room was much more spacious and, tired of moving rooms, we accepted it, as there was space for a cot.

Unfortunately, there appeared to be serious issues with the floorboards both inside and outside the room, and a distinct lack of soundproofing. We were able to hear the person in the room next door using the toilet, and every time someone walked down the corridor, which was surprisingly often given that we were almost at the end of a corridor, the floor boards in our room creaked and vibrated. This led to my baby being unable to sleep, and I suspect, given the lack of soundproofing, that she probably kept several of the other guests awake too.

Additionally, the windows in all the rooms we were given were mouldy, the net curtains were dirty in places, and sash windows are not particularly suitable for children. Some were single glazed, while even the rooms with double glazing were cold, with drafts coming in from the windows. The final room we were given had bright lights in between the two windows, which the curtain couldn't completely block out.

After a sleepless night we checked out early and obtained a refund for the second night. A terrible stay and a hotel completely unsuitable for travelling...

This hotel is a total disappointment!

The hotel …

The first impressions are really good, the building on the outside is stunning and a lovely drive in. Then you step in the lobby and ‘reception’ if you want to call it that ! It is a little table with 2 iPads on it, there is no one to greet you and when someone eventually meets you they tell you to check in on the iPad. We were the quite a bit younger than most of the guests there and we found it incredibly confusing, the system is terrible. I honestly don’t know how the older guests manage it. It’s got no character in the lobby what so ever. We get into the room and it was so plain and horribly decorated. Who ever thought orange was a good colour needs to rethink their career! The bed mattress is so hard every morning my back ached. The television never NEVER had signal! You obviously had a phone but there was no welcome booklet or any numbers for ‘reception’. Be careful with the kettle because the whole of the kettle is metal and gets extremely hot so I burnt my arm reaching for a plug!

The food …

The food described in a few words - absolutely disgusting! Our first meal and our last meal was a pork roast dinner. It may as well be an oil slick! The gravy looked as though it was stirred with a ton of oil. The veg was soggy and the ‘roast’ potatoes were not even roasted! They were unbelievably soggy! They asked us for drinks, 30 mins later came the starter, 40 mins later came the dinner and then 40 mins later came the desert ! It was horrendous! Almost 2 hours !!! We didn’t have dinner there for the rest of the week. Breakfasts… I had cooked breakfasts and I decided to try the scrambled egg. It literally tasted of rubber and the texture was extremely rubbery. It was either extremely over cooked or the cheap powder rubbish. Through out the week the sausages and especially the bacon seemed to get tougher and tougher. To the point at the end of the week o actually could not cut the bacon ! It was definitely leftovers from the nights before. School dinners were better than this rubbish.

Staff…

Some staff was really lovely except two men. I’m guessing they were higher rank than the rest and they thought they can speak to guests how they want. We had our table at the back next to a window which was lovely. Half way through the week at 7:30 am for breakfast they had opened and wedged the door next to our table. It was freaking freezing!!!! We asked the staff if we can shut the door and he said rudely we need it open for COVID. We softly said that previous mornings it had NEVER been open and that we are sat at the back and we are shivering. He stomped over slammed the door shut and stomped back rudely shouting at us YOUR WELCOME!

It is absolutely disgusting! No wonder why it’s never hit 5, I’m surprised it’s hit 3 ! Definitely not worth the money at all ! On the other hand, this was my first experience with Riviera Travel Holidays and I thoroughly enjoyed the tours and days out ! It was very well organised and amazing places to see Shame...

I stayed here with my family for 2 nights last month, after getting married in Harrogate. And we became stuck in the lift, and had to be rescued by the Fire Services. My young nephew who has autism was crying his eyes out and screaming, while the lights in the lift intermittently went on and off.

We understood afterwards from bar staff, that the bell we rang constantly in the lift was heard by nobody. In a spot internally in the building of low mobile signal strength, we instead had to take turns navigating the hotel phone system (press 1, press 2 etc) to gain a constantly ringing-out line for at least 10 minutes of our time in the lift.

The following day I spoke colloquially to Mitie-employed staff who I could see were about to begin fixing the lift, and I told him this tale. And he said he understood the issue, he had been out to this hotel a number of times in the past re the lift, and it really needed an overhaul to make it fit for purpose. But the cost of that he accepted may not be palatable to the owners budget.

In summary, I would have grave safety concerns for other guests (particularly those who are elderly), if they were to have the same experience we did.

It was equally disappointing that our experience of the health & safety process and training that I understand is known and in place for all hotel staff, did not operate quickly and/or effectively on this occasion to - 1) ensure that the hotel were even aware of our presence in the lift, through a clearly operating emergency process when a button alarm is pressed. 2) To kick in clean conditioned air into the lift, when an emergency was raised (instead of increasingly heated, co2 filled air from all occupants). 3) To have a audible working telecommunication method available between the lift and the hotel front desk, that has emergency priority. 4) Turn on an emergency light in the lift when it stops operating correctly, that isn't linked to main lift power supply.

With any element of mechanical intervention within a process, it is accepted there can be faults. But clear want of failsafe to smoothly alleviate these issues by having ‘lived the customer journey’ for a scenario (especially if this has occurred before), I don’t feel is acceptable.

We were offered alcoholic drinks, tea and coffee after our ordeal by bar staff, to calm tears, trembling and anxieties. A Shift Manager also offered to move our belongings to a ground-floor room at no-charge. It is a shame I feel the people working here could only work with the tools at their disposal, which seemingly leaves them required to fulfil a 'fire-fighting' exercise when similar lift issues occur.

My post-wedding experience at Cedar Court Harrogate, is one I would wish never to be repeated by another. And I have followed it up with the Health & Safety Executive, to aid...