voco Grand Central Glasgow by IHG — Hotel in Great Britain

My wife purchased an Itison voucher for Grand Central Hotel Glasgow. The voucher was to be used to book a short stay to celebrate my birthday in 2026 as we had already stayed there for my 50th this year.||Initially we purchased a single voucher and as we were in Glasgow last weekend, we decided to pop into the hotel in the hope that we could book a 2 night stay for January 2026.||Sadly despite there being no other customers requiring service at the reception we were advised that reception only deal with walk ins for that day and do not carryout booking for dates in the future.||We were given a business card by the reception staff and asked to call the number thereon to book our stay. ||Forward wind to later that evening after we had paid for our second Itison voucher, when I used the business card and called the number. ||I was put through to a male member of staff who appeared to be unable to turn off a radio or other sound producing device in the background and he repeatedly stated he was unable to make out what i was saying. ||This was a little frustrating as the radio playing was not at my end of the call but his. After several attempts by me I decided to call back.||I got a different member of staff who advised me that they were unable to take my booking and stated that they would put me through to someone that could assist with my request and advised me that I was being put through to the hotel reception for them to help.||The reception staff promply advised me that they could not make the booking so I am unsure why I was put through to them in the first place. I was already advised at the weekend that reception staff could not make the booking.||She advised me to call back monday to friday 9-5.||On Monday I called back. Despite the already poor customer service the reception staff member managed to trump all other staff with her being rude, unhelpful and disrepecful. The previous staff at least tried to help but did not know how.||This member of staff picked up the phone with no intention of providing assistance to me.||When I tried to advise her of the difficulties I encountered when trying to book my stay she began talking over me, raising her voice to the extent that my wife could hear her 5 metres away down the hall.||At one point, after beginning to record my interaction with her I asked her if she could let me talk for a second she told me. IVE LET YOU TALK FOR 30 SECONDS ALREADY which I feel was quite rude. ||She repeately attempted to put the blame on me for coming through to reception by suggesting I had pressed the wrong buttons, however she would not give me the opportunity to make her aware that I called the number given to me by her counterpart at the weekend and that it was ihg staff who had transferred me on to her.||The staff member continued to try and cut me off, talk over me with an angry and annoyed tone in her voice||I politely cut the call short at that time and called back to make a complaint. I did not put the phone down but politely ended the call.||Tegan the customer care took my call and I lodged my complaint. She asked that I hold off from compiling a google review and that she would like the time to turn my experience around.||I agreed to this after initially wanting to cancel my vouchers as neither my wife or I wanted to stay in the Hotel again.||I received an email from Kristi at this point offering to assist me booking the two nights stay personally.||We are now in the process of cancelling the Itison vouchers as we do not intend to stay at the Grand Central Hotel at anytime in the future and would urge anyone encountering this type of service do the same. There are lots of hotels in Glasgow city that would be grateful for business.||This review is not a reflection of my interaction with Tegan or Kristi but a reflection of my interactions with staff prior to...

This was our first overnight stay at this lovely hotel, having attended meetings there previously. It is very well named as it is both grand and central and all the staff are friendly and helpful. We arrived by train mid morning and when we asked if we could leave our bags while we explored the city, the receptionist said the room was ready so we could check in straightaway. That plus the room upgrade due to IHG status was a big bonus.

However, we were not given any information about the hotel and there’s nothing provided in the rooms. I know information folders are a thing of the past but details such as breakfast times, dinner availability, checkout time and wifi access (which is by code and therefore not obvious) are still needed by most of us. We also were not told the cost of breakfast (£18.95 so not cheap) which is important if you are on a room-only rate. The breakfast was good though, with a wide choice and all the cooked items were fresh and hot. I just wish that hotels of this standard (and cost) could provide coffee and toast at the table instead of guests having to queue up for everything. It doesn’t make for a relaxing breakfast experience when it’s busy and there’s a queue for the two coffee machines and toaster.

We had a meal in Champagne Central (which was very busy being Saturday early evening) and someone really needs to sort out the service. The staff are lovely but there was a very long wait between ordering a round of drinks and actually getting them. We had to remind the waiters both times and when we did so for our second round, we ended up with two lots – but both after we had finished our meal! This was after being pestered four times to order our food, despite having made it clear that we didn’t want any food just yet. The fourth time we gave up (it was the same waiter who we had already sent away three times!) and ordered anyway. Our minute steaks were so dry and tough that my partner couldn’t finish hers.

Our room overlooking the station concourse was lovely and very quiet, but the bathroom needs an overhaul. It’s fine at eye level but the floor tiles are cracked and tatty and the grout needs digging out and replacing, the shower tray is past it best and there’s mould on the silicone. It’s a shame as it really does spoil the overall effect.

Based on our experience, it wouldn’t take much to bring the place up to a very high standard which would justify the...

The room was big, although a little strangely laid out, but nice and clean. Importantly, there was no minibar/empty mini fridge (we always put water or other drinks in the fridge so we missed this). The real issues were with service: we had many small issues that accumulated. Staff were usually really friendly, but were incredibly slow to answer on the phone (if they answered at all). The first 3 days we were there, we got breakfast to the room and all 3 times things were missing. We are diamond elite members of IHG and had the option to have breakfast included, which we chose. Despite this, we were repeatedly asked to pay for breakfast. We had to tell them to check that we had indeed had breakfast included each time, only after the first time this happened did we got an apology, none after. We called reception the last night (getting an answer very late) asking for some bowls and cutlery (specifically forks, knives and spoons). It took almost 20 minutes and a second call for anything to arrive, despite our room being near storage for housekeeping (which also meant a lot of noise especially quite early in the morning; something to consider if you’re a light sleeper). In the end, they forgot the spoons, but at that point, we felt it was too late to ask for some (fearing as well that we would have to wait another 20 minutes and perhaps have to give another call as well). The location is very central and very convenient especially if you come into central station and the rooms are comfortable, but the many small issues which had accumulated had a noticeable impact on the quality of our stay which unfortunately was also affected by repairs and technical malfunctions throughout: we weren’t sure if the AC was working properly (with constant flashing having to be covered up so that we could sleep), the lifts were often out of service and for half of our stay there were repairs/cleaning being done to chandeliers overlooking the stairwell which meant a large area being cordoned off, a tarp covering most of the chandelier, and a bit of a smell in that area. Overall, comfortable room, but the rest was...