Scarborough, Royal Hotel Review

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1.8 stars
Average rating for this product is: 1.8 out of 5

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kittycutz's Review of Scarborough, Royal Hotel

13th Jun 2006

Overall Rating

0.5 stars
  • Value for money
    0 stars
  • Board Basis
    Full board
  • Accommodation
    1 stars
  • Food
    1 stars
  • Location
    1.5 stars
  • Date of stay
    June 2006
  • Tour Operator
    Not supplied
  • Customer Service
    0 stars
  • Resort
    1.5 stars
Good Points

Pool
Location


Bad Points

Shabby and cold
Unhelpful staff


General Comments

We stayed at the Royal Hotel in Scarborough last weekend for 2 night's in a sea view room. It was more like a side view room, and the rooms were cold and shabby. We paid £890 for 2 nights for 2 adults and 2 children. Everything was extra, including the internet, so we had another £160 to pay on departure. Which, if it's is good quality, no body minds paying, but the hotel was shabby and cold, and the staff were not very helpful at all. They were more bothered about where the tips were, and they even discussed how much they got in front of guests.

On arrival they had a trainee receptionist (bless her), and I only presume it was a manager there to help her, and he basically ignored her so we were directed to the wrong rooms and not told about car parking, breakfast, or anything really. The porter was only interested in helping us when we were leaving, which said it all really.

It is a family tradition to have the weekend in The Royal once a year, but we will definitely not book again.

I want to email this complaint to the hotel, but I am not sure where it should go. If anyone can help me, please could you leave a comment?

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Members' Comments onkittycutz's Review

  • EnglishRoseHotels on 16th Oct 2006

    Management response
    Simon Powell, General Manager, (Management representative)

    I am sorry that on this occasion we did not deliver to your expectations whilst staying at The Royal Hotel. We do value your and all our guests’ constructive comments and observations.

    With regard to your concerns about the cost of your stay, the reservation was actually made for 4 adults on a Dinner, Bed & Breakfast basis and did not specify that the booking was for two adults and two children. In the future you may find that a family room would be a more cost effective option for you.

    Regarding your extra payment on departure, this relates to the a la carte supplements and beverages consumed by you during your stay, room service charge and the use of our optional Internet and email access facilities. All supplements are made clear and can be ordered by guests as they wish as an upgrade to the options booked.

    We receive many positive comments about our friendly and efficient staff, our quality contemporary style rooms and the excellent cuisine we deliver, and which you have received on previous stays at our hotel.

    We are sorry that on this occasion you did not enjoy your stay at The Royal Hotel, as the satisfaction of our guests is our number one priority and hope that in the future you will choose to stay with us again.

  • marcmorian Rank: Corporal on 24th Oct 2007

    Dear Reviewer,

    I would like to talk to you about your experience at the Scarborough, Royal Hotel.

    To explain: I am studying for a Master of Science in Marketing degree at Manchester Business School (UK) and currently working on my dissertation, which is about online reviews that have been written as a result of particularly bad service (not product!) experiences, e.g. during airline travel, hotel stays, car repair, etc.

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    Needless to say, all information provided by you would be treated confidentially and you anonymity will be guaranteed. To prove these claims I will gladly provide you with the contact details of my academic supervisor as well as a reference letter from my school.

    Please contact me at your earliest convenience at morian@gmx.net for further details and please include a link to your review in your response. Many thanks in advance!

    Kind regards,
    Marc Morian