The Grand Hotel

The bar staff were amazing lovely bloke (Ben) always smiling and laughing with us great person, nice hotel could do with fresh decor

I am currently staying in this hotel. It is a lovely hotel, lovely rooms and staff. Food is high quality and reasonably priced. The bar and outdoor terrace are lovely. I stayed again over the weekend still a great place, and I loved the outdoor heated pool. I stayed just the last 3 days. I love this hotel so much I just stayed 4 days , this hotel exceeds expectations, the pool is open and heated. The food is excellent as well as the rooms. I truly recommend this hotel. Will be back soon 10 stars and more Stayed again still amazing Lovely staff and rooms and facilities

Just arrived 1 hour before checkin opens, luckily the rooms were ready. Unfortunately, we were told we had to pay £15 each to access the rooms one hour early! I am writing this as I sit in reception waiting.. totally mental Approached desk 3 mins before, still not allowed to checkin. It’s almost like a comedy show, with everyone here waiting. Actually does bring to mind a certain hotel. Where’s Basil?

Avoid, if you have booked and expecting 4 star quality I'd cancel. I have been going to this hotel for years sometimes staying over and sometimes just to eat. On my last visit this weekend it was awful. My booking had been changed without prior notice, the suite and whole 4th floor stank of mould. I paid for 2 parking spaces and only had one allocated. I was told I'd get a refund of £20 but I'm still waiting. There were 7 of us altogether and we ordered lunch on our arrival day, it is supposed to be table service but after sitting for a while we ordered at the bar. 2 of us had our food within 10 minutes but the rest had to go up twice to ask where the food was. The reception area is really lovely but thats it. Once you go up above the 1st floor it is terrible. After disputing the room change with a very unsympathetic female manager we checked in. The indoor pool was closed and no prior knowledge was given luckily the weather was good so used the outside pool. Later we ordered dinner and that took over an hour to be served and was awful. They brought the food out so late that my 5 year old grandson had gone upstairs to bed. His mum had to go to the local shop to buy him some food. They also forgot to bring out his dessert and we were given a refund for that and offered complimentary drinks as they said they'd made a mistake. Ordered food around 7pm this was now 9.20pm. At 10pm I was told the second car parking space I'd paid for was available only to go out and find someone else parking in it as they had been told it was available. I did not sleep well at all because of the suite they had moved us to on the 4th floor. I had booked a room on the 1st floor over a year ago and paid a deposit of £100 to secure it this was because I am claustrophobic and don't use lifts and am asthmatic so cannot climb lots of stairs especially in the warmer weather, all this was explained when i booked the suite on the first floor which also had a balcony. I asked why i had not had a phonecall or email to explain I could now not have the suite I booked as it had been given to the bride and groom as its the bridalsuite but on the website its called the prince William suite. On the next day we had to clean the tables outside ourselves and pick up broken glass from the poolside. There were dirty glasses, plates and cups everywhere. Lucky we did not book dinner bed and breakfast as on the second night there was a 2 hour wait because they were hosting a wedding. That night the music went on until midnight. So still didn't sleep very well. I am so disappointed and could not get a refund as I had not cancelled by 11am the previous day, how could I have cancelled when I didn't know my suite had been changed, had I been notified I would have cancelled. There were so many complaints it was really bad. Carpets on the main stairs from the second floor up are a trip hazard I will be emailing the general manager Mathew De Sousa and coping in the AA hotel and hospitality services also the Alternative Dispute Resolution. It is such a shame as this hotel was once really well staffed and food was really nice. The staff that were behind the bar were over worked and looked exhausted. This hotel needs a serious overhaul/refurbishment. I will not be returning again.

Came for Sunday lunch and were a bit nervous given the mixed reviews, but it was fab! Great views, friendly and helpful staff, excellent food particularly the fish cookery. There is still a bit of refurbishment ongoing but all heading in the right direction. We will be back.

Don't stay here! If you've stayed at a Premier Inn in the last six months, I would strongly recommend booking there instead. This hotel is closer to a 2-star standard. It appears to have changed ownership or management in the last nine months, and I genuinely feel sorry for some of the staff. During our two-night stay, there was a constant stream of complaints at reception. Guests were requesting room changes due to unclean conditions and unpleasant smells. We paid for reserved parking (£10 per day), only to be told on arrival that anyone could use the car park and that we could park on the street for free. Paying for parking clearly doesn't guarantee a space. The lift situation was also frustrating. One minute it was working, the next it wasn't. We had booked a large family suite on the second floor six months in advance and paid in full six weeks before arrival. When we arrived, we were told we had been moved to the fourth floor, with no balcony and no working lift. We had specifically requested a lower floor due to health issues and because we were travelling with a pushchair. When we asked why our room had been changed, we were told that a bridal party had been given all the rooms on the second floor. It felt as though existing bookings had been moved to accommodate a larger, more profitable group. We were also told that the room wasn't guaranteed to be ours despite having fully paid. However, when we checked the policy ourselves, it stated that once payment is made, the booking is confirmed. We were informed that we could have received a refund, but only if we had notified them before 11am, which wasn't helpful after travelling and arriving at the hotel. The room itself smelled unpleasant and there was hair throughout the bathroom and on the floor. The wedding reception music was extremely loud and could still be heard clearly on the fourth floor until midnight. Don't drink the water as it tastes of chlorine. Dining was also chaotic. The wedding party occupied most of the restaurant, leaving only a handful of tables available for other guests. Some people ended up eating in their rooms, with dirty plates left in the corridors until the following day. On Saturday evening, a hen party arrived and immediately requested a room change due to cleanliness issues and bad odours. They were then informed that they would not be able to eat at the hotel that night. The photos I've attached only show some of the issues we experienced. In a single day, I personally witnessed more than 20 guests complaining at reception. TripAdvisor is also full of similar complaints. My advice would be to think carefully before booking and, if possible, seek a refund before the cancellation deadline. Some staff members were genuinely helpful and did their best under difficult circumstances, while others were less accommodating. I have now requested the details needed to submit a formal complaint.