DoubleTree by Hilton York

The staff made this stay especially lovely. Everyone was friendly and helpful, and receptionist Pip went the extra mile to sort out a small query about our room. Many thanks to her and the whole team. The hotel has a great central location, and we were lucky to get a parking space. Our room was comfortable and warm, with a nice bathroom and good facilities. The bar was comfortable too, and breakfast was great. We had an excellent stay and plan to return later in the year. We'll definitely book here again. Teresa C

The bed was comfortable, breakfast decent and the staff we met were lovely. But the state of the accommodation was a real letdown, especially for what we paid. The lobby is lovely, but we were put in an outbuilding that felt like an HMO or an old B&B. As soon as you enter, there's a steep staircase. The door handles were loose and wouldn't close properly, the floorboards creaked, and the decor was tired. The large bathroom was cold, with cheap wood-effect flooring and old-fashioned fittings. The room was also very cold, and two small storage heaters had been provided because the heating clearly wasn't working. The bathroom door didn't lock, the toilet roll holder was coming off the wall, and the carpet hadn't been vacuumed properly. It feels like a hotel in a really sorry state. We felt taken advantage of after paying a small fortune, and feel obliged to warn people away unless they don't mind being ripped off. The accommodation falls far short of what I expect from a Hilton.

It was unusually hot for a couple of days, and the air conditioning in our room was out. They said there was nothing they could do and no other rooms available. I asked for a fan and was told they'd see what they could do, but none came that first night, and I spent it sweating in bed. The next morning, the day staff knew nothing about the request but said they'd sort it while we were out. Six hours later, there was still no fan, so I reminded them again. I usually enjoy Double Trees and don't mind paying extra for Hilton quality. This hotel is in a premium spot beside York's historic centre, and it was fully booked both nights, so the staff seemed stretched. I suspect that affected the service compared with what I've experienced at American locations. I chose it for the off-street parking, but the lot was full when I checked in, so I had to use a public car park a block and a half away. That may have been for the best: the hotel's spaces were tight, and after reaching the end I wasn't sure I could get out. It took four or five tries to turn the car around.

The location is fantastic. You can walk anywhere within York's old city walls from the Doubletree, and the only reason to take a taxi is getting to or from the train station with luggage. I love the lounge too, with its roomy couches and chairs and views of York's walls and Monk bar. This was my second stay. The staff are great, especially at breakfast. The rooms vary a lot in size, from large to very cozy, and have big tubs that are lovely to soak in after walking miles around the city. The beds are generally comfortable, though they could use a little memory foam refresh. I'd stay here again.