Royal Hotel Scarborough — Restaurant in Great Britain

Had a horrid ordeal at the Royal Hotel and this comes from someone who has travelled all over the world and stayed in all kinds of hotels, from 2 star to 5 star hotels. I book in on 21st January 2022, I am given room 428. When I get to the room the TV isn't working. I call the most obnoxious receptionist I have ever encountered in 20 years of international travel. Her personality would be better suited to that of prison guard, she certainly terrified me! At 16:16 I call the Britannia call centre at 13p a minute and am put through to the hotel receptionist, I log the complaint about the TV, she assures me someone will fix the TV. Half an later no-one comes along. I call the Britannia call centre again at 16:47, to chase up the maintenance people. I wait until 18:47 and still no-one comes. I send a message with photographs of the TV via the Royal Hotel's Facebook Messenger and wait, and still no-one comes. I then visit the receptionist desk just before 7PM, the awful receptionist put her coat on and walks away from me as I try to ascertain when the maintenance person will fix the TV. She completely blanks me. I then walk around the building desperately trying to find a staff member to help me. There are only four people on duty. The receptionist is the manager. Why is this vile, rude woman in a customer interfacing role when she speaks to the guests so disrespectfully? Eventually I find a lone bar person who gets on the phone to maintenance. I return to my room and wait, and wait and wait, still no-one shows up to fix the TV. I then send another photo / video clip of the broken TV to the Royal's Facebook Messenger, in the hope of a response, in hope of the maintenance team coming to fix the TV. I wait and wait. I then in desperation go back down to the bar and find the helpful lady from before, it's now about 19;30 and this problem has been going on since 16:10. I ask her to please give me a new room with a TV that works. Finally, after three and a half hours of trying to get the TV fixed I am moved to room with a TV that works.

Now for the outrageous bit. I log a complaint with the booking agent, who make contact with the hotel. The lying receptionist claims in one email the problem TV was fixed within fifteen minutes, then in another email the problem TV was fixed just after 6PM. I have kept the android phone messages with the evidence of when phone calls were made, and have screenshot evidence of the messages and time of photos sent. It is worrying that the receptionist is lying, it is completely unacceptable to be dishonest. This woman needs to be fired for...

Extremely Disappointing Stay – Not Reflective of the Price or Brand||My wife and I recently stayed at this hotel for one night, and sadly, the experience fell well below expectations. While the entrance and reception gave off a positive first impression, this was short-lived once we entered the room.||The initial bedroom we were given was in extremely poor condition. The bathroom was dirty, with visible mould in the tub and around the taps, and the general cleanliness of the room was unacceptable — thick dust throughout, to the point where it felt like the room hadn't been properly cleaned in quite some time.||On returning to the hotel later that evening, we had to wait 25 minutes at reception just to collect our room key. I requested a room change, and to the night staff's credit, they were very understanding and offered to move us to a family room, which was marginally cleaner. However, this new room also appeared unprepared — there was rubbish in the bin, used towels still in the bathroom, and even a previous guest’s registration card left on the side.||Due to the poor standards of cleanliness, we made the decision not to have breakfast at the hotel, as we had lost confidence in the overall hygiene and management standards.||As a hospitality professional with 28 years of experience — including time with Britannia Hotels — I can confidently say this level of service and presentation is far below acceptable. While the reception team were courteous, the real issues lie with housekeeping, maintenance, and senior management. It is evident that staff training, operational checks, and investment in the property are all lacking.||At £120 per night, this stay was incredibly poor value for money. The condition of the rooms does not align with the rate charged, nor with the expectations set by the hotel’s branding. Sadly, it feels like profit has taken precedence over guest experience.||This feedback is not written lightly, and while I do not expect a response from management, I hope this review provides some clarity to prospective guests. I will not be returning, and I would strongly advise others to consider alternative accommodation...

I booked three rooms for my family for two nights (I could not get rooms at my first choice hotel) as we were attending a family wedding. We checked in late afternoon and were told the rooms were together and I signed for them all having been pre-paid. A very short time later we were told that one room had been changed to another floor because an existing guest had asked to stay on another night. Not the end of the world but I find the story less than credible given such a short time had elapsed since our check-in.

Two of our rooms were very clean. In the other room an enormous house spider ran from under the bed but my daughter-in-law bagged it with a shoe (this was the room that had been changed). The spacious bathrooms were clean but showed signs of wear and age.

The procedure for charging drinks to one’s room is bureaucratic to say the least. You can’t just use your room card, it has to be stamped and a limit agreed. I’ve stayed at many hotels around the world and have never encountered this approach before. I wondered what sort of clientele they have. They already had my credit card details!

During the evening a whole group of us were waiting at the bar for some time to buy drinks but the bar man had disappeared. I raised it with reception and they said they were ‘getting a float together’. This was not good service!

The queue for breakfast was enormous, slow and seemed unnecessary given the capacious dining room. The staff did their best with a silly system. However, the breakfast was excellent with good choices.

The hotel still has a grand Regency elegance including a fine ballroom and reception area although the bedroom corridors have worn carpets in places. This is the first Britannia Group hotel I have stayed in and I was not impressed. I don’t think they really understand what many customers expect and their systems seem very old-fashioned. Speaking to other wedding guests who stayed at the other Britannia hotel in the town I understand they had a similar disappointing experience.

On a more positive note, the girls in reception were extremely helpful and personable, as were the...