After many other scathing reviews, the establishment has come under scrutiny again as a family fled their booked room to stay in Hull instead.
The Scarborough Grand Hotel, which charges more than £230 per night for rooms and has a 2.5-star TripAdvisor rating, has been referred to as “a total rip off” by past guests who have advised others to “avoid at all costs”.
The room in the seaside town hotel, which is owned by the Britannia Hotels group, has been described in previous reviews as “hell” with one review likening the establishment to a “total dump”.
The family were so displeased with the quality of the room that they left and stayed in Hull instead, over an hour and twenty-minute drive away.
Yorkshire Live recently reported that a recent family booking waited 50 minutes for a room that they claim had failed to be cleaned after its previous occupants.
The family took to TripAdvisor to share their experience referring to other issues that made the experience even more awful.
They also raised security issues about their accommodation, claiming that the room was unable to be locked at night due to a broken door handle.
The review read: “When we went into the room there were towels all over the room from the previous occupants, used coffee cups, half-used carton of milk, a bag of rubbish and unmade beds.”
When reporting the issues to hotel staff at reception, whom the review described as “rude, defensive and seeming like they could not care less”, alleged that the room had been made up ready for them as new guests.
The review dismissed this idea stating: “Housekeeping have not cleaned in this hotel for a long time, dirty carpets, stairways, mattresses lying out in the hall.”
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However, guests described the experience as a “night of carnage” when some were forced to sleep in the reception following hotel staff struggles to check people in.
Some guests described the ordeal as ‘a car crash’ and another referenced the lack of customer care stating that: “Keeping us waiting for hours on end is an abuse of customers.”
While other reviews refer to the hotel as the “dirtiest most awful hotel I have ever stayed in”, one four-star review was complimentary and referred to the rooms as “very basic” but “clean and tidy”.
They also complimented the food and referred to the dining room staff as “lovely and friendly”.
The guest in question said: “I for one and my family will be returning after the summer, and can’t thank all the staff enough for all they do and have to put up with”.
The most recent review, which was posted today but refers to a trip taken in September 2020, stated that the “room was dirty” and that “staff were shouting and arguing in the lane outside our room”.
The guest said that “despite us complaining, reception staff were just rude to us so we left earlier”.
She ended her review with the statement: “I will never use a Britannia hotel again”.
