The Grand, York

We have just returned from a fabulous 2 days in York,we just stayed over for the 1 night. We arrived by train and this is a great location for the station so decided to leave the car at home. This has to be up there with one of the best hotels that we have ever stayed in. We arrived early morning and left our case with the concierge,and checked in then when we arrived back later on in the day we just needed to pick our room keys up. We headed off out we were going to the York designer centre for the rest of the day. On returning we had been allocated a room in the newly renovated part of the 4th floor,fabulous huge room and big bathroom with underfloor heating(we turned this off as we didn’t need it on mild outside)spotlessly clean, quiet on the 4th floor we weren’t bothered by any noise. We headed out in the evening for our evening meal,but on returning we did go and have a drink in the bar. Now every single staff member in this hotel was so friendly,polite and professional. But what let them down were some of the staff in the bar,not as friendly as the staff in the rest of the hotel,mostly the younger staff(sorry just being honest)we had 2 cocktails in the lovely cosy bar,(which were excellent)there was a service charge on which really I didn’t think there should of been,my husband ordered another cocktail and I asked if this could all be put onto one bill,which she did,then the service charge had gone up to just under £7,never come across this before it should be optional,we were even sat very close to the bar,we had to ask for some of the pretzels 🥨 (tiny dish)which were not replenished. Breakfast…wow again probably one of the best hotel breakfasts that we have had anywhere absolutely everything,& lovely filter coffee,a delicious fruit shot we were given to try, something for everyone,and excellent quality ingredients as you would expect from a hotel like this,the breakfast staff again were friendly and very accommodating really good tasty breakfast. On checking out and paying our balance we did hear a couple mentioning the service charge,but on this occasion we were happy to pay this as it’s Christmas,so we didn’t mention this, also she never asked us if everything had been ok with our stay,obviously it had but it would of been nice to of been asked. We left our case and bag which we headed off out shopping in York and around the Christmas markets as our train wasn’t until later on. We come to York several times throughout the year but we have never stayed here before we will definitely be back,and possibly stay 2 nights next time. Thank you to every single one of you, definitely a five star experience.

We are currently on our way home for 2 nights. We stayed in suite 502, one step down from the penthouse. From the moment we stepped out of the car we received 5*. We used the spa several times meeting different staff. There wasn't one moment I could think I would be more welcomed. I experienced 2 treatments with Gabby. Both were excellent. So attentive. From the work go I built a great relationship with Wayne, he even ran after me when I left to give me a hug. A real gent and so good at his job. George was amazing too. Nothing was to much trouble. We had room served for dining once, the food was incredible as was the service. The breakfast was out of this world, you couldn't want for anything more.

Beautiful hotel, very close to train station and a short walk from the main shopping area of York. We had a lovely visit, and most of the staff were very courteous, welcoming and friendly. The room was well presented and we had a very comfortable bed. It is a higher priced hotel and you could see the attention to detail and little touches that made it special. We were slightly disappointed that we didn't receive the same warm level of greeting as other guests. It was a stay we'd saved for and had looked forward to very much. It was obvious they had regulars, which is fantastic and means the hotel gets it right as a general rule. But it would have been nice if we'd had a little conversation with the check-in member. The couple being checked in next to us were being asked very general questions like where they'd travelled from, creating a little conversation, but we didn't get the same; just a hello and asked about what card we wanted to put on file for incidentals and then silence. I did attempt to make a little polite conversation with the receptionist but it was clear that they were not interested. It made us feel a little awkward. Asking simple customer service questions makes guests feel welcome and at ease, which we didn't experience at that point. On checking out it was better; we were asked if we'd enjoyed our visit to York, where we were going back to, etc. It made us feel more welcome, even though we were checking out. All in all though, our check in experience hasn't put us off booking in again at some point. Chances are it was an exception to their usual level of service.

Booked into this hotel for my husbands birthday. VERY disappointed with the room. For some reason, we were given a disabled room (neither of us are disabled). We had been looking forward to a luxury bathroom but the attached photo shows what we were given. We’d booked the room quite some time beforehand so it’s unlikely that this was the only room available when we booked. When I had researched the hotel, it always showed a very large room with a nice settee in but we got nothing like that. It was simply a room with a bed and a bathroom. Frankly, I’ve stayed in Hilton’s that were similar but a third of the price. We paid nearly £400 for this room. Also, to add insult to injury, the air con fan was so noisy, we had to turn it off to get to sleep but I then awoke at 2am to a room that was far too warm. On the plus side, we told them it was my husbands birthday so he got a free drink, some hand made chocolates in the room and a card (although the card had the wrong age on 🥴). This hotel had been on my husband’s bucket list so I’m happy to say, that’s ticked and we definitely won’t be returning. I’m sure there’s lots of much better rooms available in York for nearly £400

Wowed from the initial welcome from the guys on the Door Robert and Wayne. Absolutely a brilliant place. You cannot fault any of the staff, all so welcoming and helpful. Very upmarket hotel and well worth a visit. We have been lucky enough to stay at various 5 start hotels around the uk, Savoy, Chewton Glenn etc and this in lots of ways absolutely is well in thier league and possibly more. We where only staying for one night initially but was so impressed within an hour we actually booked additional night. Thank you to all the staff Fantastic.