Grosvenor Hotel Stratford-upon-Avon — Hotel in Stratford-on-Avon

What we received isn't what we expected. We booked through booking.com and paid extra for the deluxe room and breakfast for two for two days at an additional £40. The photos looked fabulous and it looked a great location. When we arrived we were straight away informed of a £6 a day parking fee and it had to be right away. Although it's a small amount it still came as a bit of a surprise. We were taken to room 253 which was described as a deluxe room but looking nowhere near as large and as grande as the photos we were shown when we booked. The first night we stayed is was warm almost hot. We decided that the window would need to be open but the road noise was bad. The room was described as sound proofed but even with the window closed it was bad. There was old chewing gum on the furniture and the carpet looked dirty. Room service delivered breakfast at 9:00 as requested but the portion size looked small but that was fine because we'd never had room service before and we were spending the day out anyway. When we returned from our day out it was obviously alot busier than when we left. We tried to park around the back of the hotel but it was full. The staff came running out and confronted us saying it was obvious they were full and we would have to park outside a different hotel. We were very disappointed not in the fact it was full (although they use a computer system to book your car in so they should know how many spaces are left) and it wasn't even the fact the we felt ripped off because we paid for two days parking. It was the fact that the staff handled it so poorly and no apology was offered but we did manage to get a refund after having to complain. Our second night was another hot night and not only did we have noise from the main road but we also had it from outside our room. Again in the description it was listed as having a private entrance (so posh right) well that obviously wasn't true unless having a door on your room is a private entrance. Yet again we had a very sleepless night and decided in the morning we would check out early. It was decided we would take advantage of the buffet stile breakfast as list when we booked. We were very disappointed to not see one and suspected it might have been due to covid but couldn't see wear it would have been set up and yet again the picture didn't match what we got. The most expensive thing on the menu was the full English at £9.95 which as we precooked at £10 per person per breakfast didnt seem a great deal. So we had full English again which again seemed very disappointing and a small portion. The drink option was either orange juice or coffee. No refil was offered. We couldn't wait to leave this awful hotel and wish we used a travel lodge because you know what to expect with a travel lodge and at a better rate too. If you stay dont have the breakfast or at least dont prepay there are plenty of better deals just...

I don't really know where to start, I booked a family room on line with my friend as there wasn't any twin rooms available and I had to reseave it on my card then pay on the day lovely. Got to the hotel to be welcomed by a lady that booked us in, and told me and my friend there was a lift to our room for our heavy bags, as we were looking for it and couldn't find it we had to go back to realise there actually wasn't one in the building, luckily a gentleman from the hotel did carry my bag up but not my friends to I took hers up very strange set up. Got to the top of the stairs very damp smell nothing like the lovely pictures on line very miss leading. Got into our room and looked lovely from a stand back, till you started looking closer wallpaper coming off the wall cracked mirror in the bedroom, extraction fan to the windowless bathroom not able to get working, not very impressed at all. After paying over £200 pounds for a 2 night stay. After we went all around Stratford which we couldn't fault. The breakfast may of been lovely but £14.95 per person per day was outrageous me and my friend wasn't willing to pay that if you do stay here it advice a lovely cafe called Orangemel fantastic breakfast and for half the price. On the pictures it shows a lovely bar it's everything in the picture but a very dull environment not very welcoming at all and after have one soft drink and a vodka and coke (that you couldn't even taste the vodka in) just over £12 we were very annoyed as we went out to the bars that night and had 2 alcohol drinks for slot less. Again on the pictures it states a lovely garden on the front with umbrellas comfy seating, nope nothing like that just the shells of the uncomfortable chairs nobody about hardly any guests considering we took the last family room, we must of had the only family room in the hotel. Me and my friend we very bored and thought we would explore the hotel see what's to offer, not very much at all again a very damp smell as you walk around even damp signs warning you there's damp. After our 2 nights sleep we both were very tired and had to check out at 11am which was okay after we packed out bags and got sorted ready to go and made out way down stairs to check to find my credit card has already been charged and with me only using it for the first time I was very annoyed as the booking site said that was only to reseave it so I felt we spent a lot of money and didn't get anything that was on offer not impressed will not be coming back the 2 stars are for the lovely place Stratford...

Update: Hotel have since issued refund and confirmed cancellation by email. I do feel an automated message should be added to the phones lines to inform guests when the phone lines are being manned, this will avoid unnecessary panic.

I chose to stay at this hotel with some friends, I chose the flexible rate allowing cancellation up to 3pm on the day. Sadly with new restrictions we have had to cancel our stay with the hotel. Trying to cancel our bookings has turned out to be extremely difficult, no one answers the phone, and eventually after sending numerous emails and being asked to email them my cards details to process my refund, I was then eventually called and asked to supply them with a debit card as this would be quicker to process a refund and would be in my account the next day. This still hasn't materialised.

I then received an email confirming my booking, equally concerning as this should have been cancelled.

I have called and emailed the hotel since and no further communication. I must have found 20 times and no answer. I called their sister property in Leicester to make sure they were legit, they advised the hotel currently are quiet so only answering calls Friday Saturday and Sunday. If this is the case an automated message should be on your phones or emails. I work in the hotel sector I appreciate things are difficult, I deal with cancellations for multiple hotels and we don't keep people waiting like this, if we did it would ruin our creditability.

The hotel itself looks lovely and chose it because it reviewed very well, I would have loved to have gone at a later date, but after this experience I shall not be returning.

If someone from the hotel reads this please do make...