We recently stayed at the hotel as we had a family event in Harrogate. On arrival we were impressed by the facade, however it didn't take long until we were totally unimpressed. We had booked two rooms, the twin room was spacious but the double room was much smaller. We decided to have a drink in the bar before heading into Harrogate, the lady behind the bar clearly did not want to serve us she was more interested in speaking to her daughter on the phone, moments later she left the bar stating her shift had ended and her daughter was waiting outside for her, the bar was then unattended for some time. We didn't sleep well at all in the double room, it was hot and stuffy. We went for breakfast at 7am , there was no one to show us to a table or mark us off a list as having paid for the breakfast, when a very scruffy man did appear he merely pointed to a table and walked away, whilst we sat at our table for 20 minutes waiting to order some drinks we watched all the staff preparing room service meals, staff were plating food from the buffet and making a mountain of toast so it was impossible to get close to get your own food. My partner politely approached a member of staff and asked if we could have some drinks, she was clearly annoyed at this and tutted loudly and walked away, we then watched all 4 members of staff squash in the lift to attend room service, after 20 minutes of waiting to order some coffee , I went to reception and asked , a lovely lady came into the breakfast room and asked for us, after a further 10 minutes a man came to the table, we ordered a pot of coffee and a pot of tea, he wasn't pleasant at all! When he arrived back with the coffee , he slammed it on the table , I asked for some soya milk and for the tea, he came back without the tea and said they don't do soya milk, upon reflection I should have taken some myself but I didn't expect a large hotel not to have any. The breakfast was just ok, certainly wouldn't rush back to have it again!
When we arrived home I decided to ring the hotel and complain, I didn't do this whilst at the hotel as I was not going to let this poor customer service ruin the event I had come to Harrogate to enjoy. I phoned and was told very rudely I couldn't have the managers name as it was company policy... I've never heard this before from a hotel . I gave my phone number as the manger who I don't know the name of was in a meeting at 7.45pm, he or she still hasn't bothered to ring me . Must be a very long meeting !!! Would I stay here again , no way. less