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Reviewed 18 September 2018

Stayed at The Grand as part of a visit to York. The friendly concierge assisted with baggage and took the car to be parked. Despite arriving at 15:10 [rooms available from 15:00], we were checked-in and required to wait in the bar area as the room wasn't ready! The apologetic receptionist brought the room key about 15 minutes later. The room itself was very clean and spacious. The bathroom included a full size bath with a shower over. Complementary Molton Brown 'smellies' completed a positive first impression. As we were keen to explore the city, I had to telephone reception to ask for a progress report on the delivery of luggage to the room. This took a further 20 minutes, which for a 5 star hotel seemed an unduly lengthy wait. Upon our return, I requested an ice bucket for the room. A further call to prompt reception was required before it finally arrived. The Spa area was extremely busy, and probably due to being somewhat small and functional, seemed overcrowded. Breakfast was of a very good standard and quality, with a wide choice of options available. At every level the staff at The Grand were professional, friendly and courteous - most definitely the Grand's biggest asset. I noted that a large building adjoining The Grand is being converted to a Malmaison Hotel. Given the occasional lack of attention to detail during our stay, I wouldn't be surprised if pressure from competitors see The Grand lose its 5 star rating. Probably wouldn't stay here again.

Date of stay: September 2018
  • Trip type: Travelled with family
    • Value
    • Sleep Quality
    • Service
2  Thank cannylad1973
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
Grand-York, Guest Relations Executive at The Grand, responded to this reviewResponded 19 September 2018

Good afternoon,

I hope all is well and that you are having a wonderful day so far. Thank you for taking the time to submit your review. It's great hear that you really enjoyed the small but important details, such as the lovely Molton Brown products. Our rooms really do provide space and luxury, therefore it's great to read that you enjoyed the quality of your room.

We understand the importance of clear, efficient and comfortable check in, therefore our new arrivals lounge was created to take the pressure off standing in line.

I will definitely pass on your positive remarks about my team, as we always strive to provide the best guest experiences possible. The Grand Hotel & Spa York will continue to remain unique, charming and beautiful. Once again, thank you for your feedback and we wish you all the best.

Catherine Jayne Herbert
Guest Relations Executive

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This response is the subjective opinion of the management representative and not of TripAdvisor LLC
Reviewed 17 September 2018 via mobile

Spent two very comfortable nights here. Food and drinks were excellent and staff were polite friendly and very efficient from the moment you arrive at the door until check out. The rooms are spacious and the bed was very very comfortable. We will definitely stay here again.

Date of stay: September 2018
Trip type: Travelled as a couple
1  Thank GandMGlasgow
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
Grand-York, Guest Relations Executive at The Grand, responded to this reviewResponded 17 September 2018

Good afternoon,

I hope all is well and that you are having an excellent day so far. It gives me great pleasure to read your excellent review. We truly appreciate your loyalty and we strive to exceed your guest expectations. I am happy to hear that you enjoyed our wonderful service. My team are passionate about making your guest experience the best possible, therefore it's great to know that this was very clear during your stay. We look forward to welcoming you back in the near future for another grand stay.

Catherine Jayne Herbert
Guest Relations Executive

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Reviewed 16 September 2018 via mobile

We stayed here for one night and I can’t fault it. The staff are extremely helpful and the guys in the bar are brilliant at mixing cocktails.
What more can anyone ask
City is a great place to explore and spend some cash

Date of stay: September 2018
Trip type: Travelled as a couple
2  Thank kevinxxxx1
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
Grand-York, Guest Relations Executive at The Grand, responded to this reviewResponded 16 September 2018

Good afternoon Kevin,

I hope all is well and that you are having an excellent day so far. It gives me great pleasure to read your excellent review. We truly appreciate your loyalty and we strive to exceed your guest expectations. I am happy to hear that you enjoyed our wonderful cocktails and service. My team are passionate about making your guest experience the best possible, therefore it's great to know that this was very clear during your stay. We look forward to welcoming you back in the near future for another grand stay.

Catherine Jayne Herbert
Guest Relations Executive

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This response is the subjective opinion of the management representative and not of TripAdvisor LLC
Reviewed 16 September 2018

Stayed here with my mum to celebrate her birthday in Sep 2018.
The staff are friendly and have a great sense of humour.
We had a standard twin room in the new wing. Very spacious. Great quality furniture. Love the way the wardrobe lights up as you open the doors!!
Classy decor.
Loved the bar, great service.
Ate in The Rise restaurant . Food lovely. Wine excellent. Again staff friendly and attentive.
Live music in the bar was excellent.
Would definitely return.
Another great weekend in York. Can't wait to come back. A great place for a weekend break.

Date of stay: September 2018
  • Trip type: Travelled with family
    • Location
    • Cleanliness
    • Service
Thank buttonUk
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
Grand-York, Guest Relations Executive at The Grand, responded to this reviewResponded 16 September 2018

Good afternoon,

I hope all is well and that you are having a wonderful day so far. It gives me great pleasure to read your excellent review. We truly appreciate your loyalty and we strive to exceed your guest expectations. I am happy to hear that you enjoyed all aspects of your stay, especially for the occasion of your Mum's birthday. My team are passionate about making your guest experience the best possible, therefore it's great to know that this was very clear during your stay. We look forward to welcoming you back in the near future for another grand stay.

Catherine Jayne Herbert
Guest Relations Executive

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This response is the subjective opinion of the management representative and not of TripAdvisor LLC
Reviewed 16 September 2018

We loved the style and decadence of the building and hotel. Definitely felt extra special staying here. Room was lovely and nice and clean with good bed. Unfortunately the maid forgot to leave new tea/coffee so I had to ask for some and then wait till they brought it which isn’t ideal. Also the key to the room wouldn’t work on second day...again not ideal and annoying after paying so much to stay here. The public areas are beautiful and the staff on reception nice, especially the guy who helps with the door. Great hotel let down by small details.

Date of stay: June 2018
Trip type: Travelled as a couple
Thank sarahC8786
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
Grand-York, Guest Relations Executive at The Grand, responded to this reviewResponded 16 September 2018

Good afternoon Sarah,

I hope all is well and that you are having a great day so far. Firstly I would like to thank you for taking the time to submit your feedback. It is disappointing to know that your were slightly let down in some areas of your stay. I understand how important attention to detail is and I can assure you that this is a very uncommon issue. Communication is also key and I am happy to read that the tea and coffee was sent to your room. The Grand Hotel & Spa York really is a unique and charming building, therefore it's great to read that you did appreciate the beauty of it. Once again, thank you for taking the time to submit your feedback.

We hope to welcome back to the Grand Hotel & Spa York in the near future.

Catherine Jayne Herbert
Guest Relations Executive

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This response is the subjective opinion of the management representative and not of TripAdvisor LLC
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