This was a surprise weekend for my partner. Lovely hotel, remote location but only £20 taxi ride to York centre. Room was quite compact and small but very clean and had basic amenities it needed for our stay. We had an Excellent meal and service in the hotel on the Friday night- can’t praise it enough,very good value for money, I would deffo recommend. Then came the disappointment- I booked surprise room service for breakfast. They knew it was a surprise as it was made on the notes to my booking and never mentioned it on check in!! I was told £9.99 each plus service charge for a selection of assorted Danish pastries, toast and preserves, full hot English breakfast, orange juice and tea. IF we had opted to go down to the restaurant for brekkie it would of been unlimited for £9.99. Initially the surprise was ruined, whilst having a meal on the Friday a member of staff came to the table and said ‘Your room service in the morning will have to be 8am as we have a wedding on and we are busy’! Never mind !!! When it arrived, there was half of it missing and no covers over the hot food which meant it arrived cold! When I questioned missing items (toast and selection of danish’s plus preserves) and one of the breakfasts was stone cold and other barely lukewarm. We then just got toast bought to our rooms. I politely mentioned it to reception when we went downstairs and the lady was lovely and ensured it would be amended on my bill by the end of the day. When I came to check out I had been charged for one full English and one continental. I questioned it as they don’t offer a continental option and plus I couldn’t really call what we had a continental breakfast. The receptionist said she would have to get a manager over. This is where it all went down hill- the scruffiest, most rude member of staff came along claiming to be a general manager. Her appearance stands out- everyone else is smart, professional and clean. She is scruffy, greasy hair and generally not how I would expect a manager to appear!! Rude doesn’t even come close, she said you had tea and toast. When I advised that the cost of the breakfast was unlimited and really the tea and toast was covered by the one lot of £9.99 I had already paid for seemed to make no difference at all to her. Especially as I had pointed out politely that 1- had the offer of a continental breakfast been made- we probably would of opted for that and 2. I was happy to pay for one £9.99 but not the other continental as there wasn’t any offer of this on a menu and no prices clearly stating costs. (it appeared she had made the price up!) She raised her voice in the middle of a packed reception area and said well we swiped your card on check in so we will take the money anyway. I was shocked as everything else had been perfect. The staff, hotel room, hotel itself and service had been brilliant but she put a dampener on it. After speaking with head office, it turns out she wasn’t a general manager ( she was a duty manager) and was wrong to charge me for something not advertised. The complaint made was handled very professional and made me feel a lot more reassured she was in the wrong!
Would I recommend this hotel?? Yes !!! Would I stay again? Yes!!! However, I would check my bill thoroughly and most certainly any queries would not be taken up with Nicola but with the actual general manager himself!! She let our weekend down. less