The Grand Hotel

The staff were so helpful and friendly, the service was spot on, and the food delicious. We wholeheartedly thank everyone for a brilliant stay and can't wait to return. Rooms could use a facelift and modernising, but they were spotlessly clean and functional. Keep up the exemplary work. Many thanks.

The food was awful, customer service was almost nonexistent, and a fight in the toilets summed up how badly the place seemed to be run. It's hard to understand how it's still operating. We held our Christmas work do here and spent over £1,000. Food and drinks had been ordered months in advance, but nearly everything went wrong. The event was advertised as a three-course meal with a DJ. After just one complimentary Buck’s Fizz, we were left at a dark table in a room that felt more like a wake than a festive venue. Starters took over an hour and a half and were some of the saddest looking dishes I've seen. Our pre-ordered table drinks vanished. When I asked a waitress about them, she said, “I’m busy, you’ll have to ask someone else.” A little later, she asked us for a copy of our order so she wouldn't have to check the system herself. The DJ spent the night sitting on the floor drinking from a 2-litre bottle of Fanta, looking about as enthusiastic as someone at a funeral. After almost another hour with no drinks and a bar queue of around 20 people, we went looking again. We found the same staff member sitting in the office, after she'd said she'd sort it out. When she finally returned, we were told the wine we'd ordered two months earlier “wasn’t available” and asked if we wanted something else. Drinks eventually arrived nearly two hours after we sat down, after the starters had already been served. The main course was so bad it isn't worth describing. When dessert was announced, we left at 10:30pm rather than sit through any more. A function next door spilled over, with heavily intoxicated guests intimidating people and eventually fighting in the toilets. Nearly two months later, our follow-up emails have all been ignored. Phone calls have gone nowhere despite repeated promises that someone would get back to us. This was a complete embarrassment for a business claiming to offer hospitality. Honestly, one of the worst places I've visited in a very long time. Avoid it if you're looking for anything but disappointment.

We went in today 1/2/26 at 12.30 to ask at reception about local gym and swimming memberships. A young woman at reception had her back to us while chatting to another woman, who could see us standing there waiting. The conversation carried on even after she acknowledged we were there. The receptionist kept her back to us and carried on talking, so after a while we went to look for another staff member. We were able to walk through reception and downstairs to the leisure suite without seeing any security or staff. Reception at the spa was completely unmanned too. Eventually someone came out and said they're not taking local members at the moment, but to ask again in a month or so. This is our third visit to the grand in 12 months, and the last. Each time we've felt completely ignored by staff who don't seem interested. What happened to customer service, or even a smile to greet people?

The place is run down, and the hallways smell of mould and damp. In the rooms there were broken, badly fitted taps and other items, as well as cracked walls. Breakfast was terrible, just basic items at a high price. I'd get a better breakfast at a 2 star hotel. The front desk attitude and service were terrible, with staff showing no care at all. I'd recommend people book a different hotel for much better value. They don't like giving refunds, and you'll be going back and forth in emails while they play around. That's terrible service.