A recent visitor to a hotel dubbed the UK’s worst said their room was dirty, had stained walls and smelt of sewage with no ventilation – although remarkably they found one aspect of the premises ‘magnificent’
It was always going to be a bit of a risk staying at what has in recent years been labelled the worst hotel in the UK by other appalled guests. However one plucky visitor decided to see if the reviews really were justified at the Grand Hotel in Scarborough.
Sadly they claim their stay there pretty much lived up to expectations with a dusty room, dirty toilet and foul smell coming from the bathroom, which they didn’t want to get undressed in.
The restaurant was also a let down with ‘stale’ food, ‘dirty cutlery’ and staff struggling to clear up the mess left behind by other diners. However there was one part of the large Victorian building that surprised them with its beauty.
Posting under the name Angiebarbara, the appalled traveller shared their thoughts on Tripadvisor in a critique entitled ‘The not so grand!’. They had visited the beach front hotel, which overlooks Scarborough’s harbour and South bay in August this year and had clearly read the large volume of poor reviews previously written. “Unfortunately the many not so great reviews are true and I had to see it first hand to believe it,” they wrote before going into great detail about what they discovered.
“The rooms are dirty with dust, holes and spills up the walls, creaky floors and filthy windows that don’t open and have no air con or ventilation and are tiny and constricted. When you first walk in the smell really hits you and especially as you open the bathroom door. All I can describe the smell of is raw sewage and the stuffiness of the room makes it overbearing,” they said, adding that the beds were “small with sunken matresses and hard pillows”.
They were so disgusted by the “tiny” bathroom itself that they didn’t want to undress in there, preferring to keep their footwear on instead. They said it: “Had ground dirt in the walls and flooring, rusty taps and mouldy shower and brown stains on the ceiling. The toilet was stained. The shower was missing a glass panel, not that I’d have attempted to undress in there, it was bad enough walking in with my shoes on,” they fumed.
Elsewhere in the hotel, they found ‘unclean’ cutlery and glasses in the dining room at breakfast with staff unable to keep up with the clearing required, so the reviewer, “had to brush the seats before sitting down and dodge the debris on the floor”. The food itself didn’t fare any better with, “dry, stale bread and puddings” and “discoloured vegetables”.
Although the imposing building is Grade II listed, the front of the premises has little “kerb appeal”, according to the guest, who said it was littered with dustbins and “overflowing rubbish and bird excrement covering them and the paths”. The ‘unwelcoming’ seating area was also covered in bird mess too they said.
However they did flag that it was a “shame” the entrance to the building let down the south side because the views there were surprisingly “magnificent”. They concluded their scathing review by advising the management to spend a whole lot of cash to improve visitor experience. “If you’re looking for basic standard accommodation do not stay here at the not so grand hotel,” they wrote. “In my opinion this hotel needs several million pounds spent on it to restore its reputation and quality. Shame on whoever has let such a beautiful piece of Baroque style architecture turn to rubble!”
The property is owned by Britannia Hotels, which bought it in 2004. It did actually invest a whopping £7million refurbishing it and in 2017 it was named by Historic Britain as one of the top ten places, buildings and historical sites that tell the story of England and its impact on the world. When it was opened in 1867 it was the largest hotel and brick structure in Europe and was designed in a V shape to honour Queen Victoria. It was during this period that the hotel was a favourite among the elite in society.
These days though, business doesn’t seem to be quite as positive, with a poor 2.4 Tripadvisor rating and 4,325 people rating it terrible. Others that have recently stayed there have also shared their thoughts. One raged: “Avoid this vile hotel! We got put into room 1010 which is in the basement. The hotel had a vile smell, it was dirty, in need of renovation, and downright vile. The windows were full of dirt and bird muck and you couldn’t see out of them, the wardrobe had coat hangers slung on the floor with an old ironing board slung in there, there were cobwebs hanging down from the ceiling. I would not put my dog in that basement never mind human beings.”
Another advised to “avoid” it all costs: “The whole place is filthy, ignorant receptionists and terrible food,” they wrote. “Do not go here, clearly needs some new management. Credit to the lads on the bar, they were actually polite and showed some professionalism.”
However there is the occasional happy camper, with one being “pleasantly surprised” after hearing of its reputation: “After reading the reviews I wasn’t expecting much but everything was good,” they posted. “My room was spacious and clean. The bathroom looked newly fitted. I also had a sea view. The ground floor was beautifully decorated, where the reception, ballroom, bar etc are situated. The food was good. Breakfast and evening meals are self service. A spectacular building.”
Other positive reviews point to the hotel’s location near to the centre and the seafront. Some love the nostalgic charm of the building itself, while others find that aspect means it looks shabby and needs refurbishment.
The General Manager often replies to the reviews, which presumably takes up a large portion of his day. He posted a “genuinely sorry” message to Angiebarbara apologising for all the issues they encountered during their stay. “Cleanliness, comfort, and service are areas we take seriously, and it’s clear from your comments that we fell short in several respects,” they wrote addressing the complaints, adding: “Your observations regarding the condition of the room, the food quality, and the upkeep of the property have been noted and will be reviewed with our management and operational teams.”
Mirror Online has contacted Britannia Hotels for comment.
