Arc Harrogate

I’d booked months ahead, and this was the last room available, so I expected there might be other guests in the house. When I left, I noticed the keys to every room were on full display, and I had access to all of them. The front door’s key code was also left set to the correct number, so anyone could have walked in, taken a key and stayed in a room. Booking.com later told me the owners had said I left before going into the second room they offered me. That wasn’t true. I arrived around 2 pm after receiving access instructions by text. The keys and parking papers were on the desk, and at first the room seemed fine. After going out for a few hours, I came back and showered. Then I spotted a dirty needle and some paperwork on top of the wardrobe. I’m 6ft6, so I could see up there. The paperwork concerned a previous tenant’s eviction from the hotel and was dated a month earlier. It included people’s names and emails. I messaged the same number we’d been using and heard nothing for about 30 minutes. While waiting, I noticed stains and marks on the walls, plus burn marks on parts of the drapes. I started feeling anxious about staying. I called the owners and felt even more unnerved afterwards. They sounded overly apologetic and almost condescending, though that’s hard to describe. It made me wonder if this had happened before. They offered another room. I didn’t want to stay, but couldn’t find another room, so I tried it. About half an hour later, they called back and offered a free night, but asked to mark me absent on booking.com and discuss everything else the next day. When I asked why they couldn’t just report that there’d been a problem, they said they didn’t want to pay booking.com commission. I just laughed. Times are tough, but they seemed more concerned about that cost to their family business than about the needle and paperwork. I said I was leaving, wished her a good night and hung up. I drove all the way back to Devon. The trip to my conference that weekend was completely ruined. They haven’t apologised in writing or offered anything beyond the free night. If it had been my business, I’d have sent someone over immediately to deep clean the room. Instead, they said someone would come at 9 am so we could discuss options. Booking.com also told me the owners had reported that I’d left before going into the second room. Stay far away.

Kim made the stay special with little thoughtful touches. The morning after my first night, she asked if I wanted the room cleaned or needed more tea or coffee. I asked for another hot chocolate sachet and some milk, and she left two sachets instead of the usual one, plus plenty of milk. She’d also checked my arrival time and sent clear access instructions in advance, since I was arriving late when no staff would be there. She’s friendly, welcoming and professional. A wonderful stay in a lovely hotel with a great location.

Kim, the owner, was kind and accommodating. She arranged an early check-in and late checkout for me. The room was cozy and clean, and the location worked really well, about a 10-minute walk to the city centre and close to the convention centre. I stayed two nights and would definitely book again.

It’s only about a five-minute walk to the bars, restaurants and shops, so the location is ideal. The room was fantastic, with a comfortable bed and a great bathroom and shower. Everything felt clean, smart and modern. Kim, the owner, is really nice and helpful. We loved staying here and would definitely come back and recommend it.