The Grange Hotel — Hotel in Great Britain

We returned late on second day of stay to find room was not serviced but someone had been in room and left bed much more untidy and had removed the please service our room card, which was on the floor inside. We spoke to reception who said no one available to service room and they would inform duty manager. We asked for more tea and milk. But then had to go back down and request replacement of toiletries and another time for sugar. My wife came back upset as one of the receptionists had abruptly told her to stay in the room and just phone. She did say the other receptionist was very polite though. No explanation about this was provided about why it had been started but not completed and we spent our second night in an unserviced hotel room. My wife also then noticed her fleece jacket was missing and as she had made this booking she spoke to receptionist in morning who said she’d speak to general manager. But my wife and I had had an unsettled night and she was unable to enjoy her breakfast while worrying about who had been in our room.

The General Manager checked door entry times the next morning and found a cleaner who was not allocated our room had gone in and left it in that state. The manager spoke to the cleaner and later returned my wife’s jacket (it had been taken as she thought the room was empty?), but we later realised, also a box of special breakfast biscuits my wife had brought from home were also taken. Apparently there was a mix up between hotel staff about who should have serviced and someone had started by untucking the bed linen but no one completed it. They also thought we had left so took those belongings- which seems amazing as they hadn’t noticed my bag on the luggage rack or that the wardrobes were full. We had locked our valuables in the safe so nothing very valuable was taken. There were conflicting stories - saying the jacket was put in lost and found and that it might have been mixed up with linen, while when we checked out reception said cleaner had taken it.

Although mix ups can happen and mistakes can be made, despite bringing this to the attention of the manager and receiving some explanation from her about why hotel staff had made these mistakes we were offered no meaningful apology and when we checked out were still charged when we checked out for the bottle of wine we had on our first night. Really stressful and disappointing - ruined our stay.

I have never left a bad review before but the lack of care from the staff who were meant to service our room and the manager for not addressing this fully has spurred me to write this one.

The star I’ve allocated is because the manager did get my wife’s jacket returned and the attached restaurant was very nice. (On our first night we tipped the staff £10 - I include the amount of our tip to show we are not writing this in the hope we get offered any compensation - just to inform others of an accurate picture of our stay and hope that they will address any similar...

Certainly NOT 4 stars by any means. If you want luxury, spend a tiny bit more and go that little bit further into the city centre.

The staff were miserable, slow and totally unhelpful.

Room cleanliness was way below that expected of a 2 star hostel, not an apparent 4 star hotel, with its associated price tag per night.

For example, Bath and bathroom had hairs all over it, a huge crack in the sink, no facial tissues in the supplied shiny box, the shower head was broken too.

Then the room itself had stains on the walls from an obvious leak from upstairs, stains on the carpet and more hair (and parts of a bobble) left on the bedside cabinet from previous guest(s)).

Going onto the 'antique furniture' it was literally battered either from poor storage or very poor handling. Again, not whats expected when they potentially had lockdown to get any maintenance done, never mind essential maintenance.

Pictures attached, show the bathroom and stains on the walls, furniture and the 'hair/bobble' mix. Unfortunately I cannot attach the videos of the 'wobbly attached shaving mirror' and 'wobbly shower hose/head' at the wall.

Pre-paid breakfast was simply disgusting. Dumped on the table rather then served, it was freezing cold except for the clearly microwaved beans that were hotter then the Sun. Coffee was like warm canal water and could not be finished. No interest from the staff or even indication of cereals etc. You got what was given....

We cancelled breakfast for the following morning and we assumed that it would be removed from the the bill (at £15.95 per head), but to add insult this was "part of the deal", so had to be paid.

More... unsealed 'fresh' milk left in fridge, was simply 'off', and wardrobe door (where fridge is), wouldn't clise without slamming, leaving courtesy light on all night.

The only good points were that the bed was reasonably comfy, the bathroom floor heating and the black out curtains.

I will not be...

On the surface, this cozy place is probably a good bet for a stay in York. It's just enough outside of the city center to avoid all the tourists, but close enough to walk right in. The reservation process was great and the price is good. It's supposed to be a 4 star hotel and, in many senses, it lives up to that status. The staff is excellent. The food and coffee is very good and everyone is very attentive. The rooms are immaculate (heated bathroom floors are amazing!) and the amenities are great. That all said, there are some issues . Often the staff cleans the front area in the middle of the afternoon, which is a rather inconvenient time to clean as it is disruptive to the guests. Though the summer would be different, it was in the low 40's when we were there and heating in the lobby doesn't seem to be a priority for the hotel. We had to have someone set up a space heater for us in the tea room so we could stay warm, which was a bad look (tacky) for them. The biggest issue, however, we that they held a wedding event on the second say we were there. While it's completely understandable for hotels to host events, this particular location is ill suited to do so given the noise level of the event and the small quarters of the hotel. They had a live band, which sent the music to most of the rooms, making sleeping nearly impossible. Though they did move our room, we still heard the band, who played until almost midnight. Having a bunch of wedding guests being loud all lover the hotel also didn't help. The staff agreed with my assessment, which was to either not have events at all or, if they do, block out the rooms from being rented since it is impossible to merge the hotel with an event space. it's just too small. Ultimately, they need to make a decision about who they are as a brand, event space or 4 star hotel. I'd pitch they choose hotel because that is what...