We've just returned from a two night stay at the Grosvenor.
We were big fans of the channel 4 documentary based at the hotel and have wanted to visit for a while.
We arived at midday and were informed we would have to wait till three to check in. Not a problem so we walked into town for lunch .
When we returned we were swiftly checked in and given our keys, this is where it all went wrong. After trudging up the stairs we didnt find the Family Room we had booked and paid a supplement for instead we found a crampt little room with only 3 beds. Worst still it had not been made up since the last occupants had left?
So back to reception for an hour of comedy style antics involving the very polite and friendly, but unfortunately poorly trained and managed reception staff.
All we wanted was the Familly room we had booked and paid for on the hotels own website. We were them taken to two rooms and told this was a Familly room? but with no interconnecting door it was in fact just a double and twin room.
After much to'ing and fro'ing and getting nowhere we asked to see the "general manager". To be honest the amount of times the girl on reception had contacted her we had wondered why she hasn't come to our aid earlier ?
They then informed us we hadn't booked a family room but we had all the emails to hand and obviously had. The most surprising aspect of all this was that on three occasions we were offered a full refund ??
Is this really how The Richardsons Hotel Group do business??
Did these people think that after a three hour journey we wanted to drive back home??
In the end we settled on a three bed room and a twin as it was this or nothing. We were also compensated with meals both nights at the steak house and this was a very nice gesture thank you Rebecca.
Our three bed room was very dated and tatty & also stank of dog , the twin upstairs was also dated but nicer than our flee pit.
Next to our room were housed some hotel staff, an Eastern European couple who argued very loudly on the first night. I banged the wall till they shut up not the best at 1 am with a two year old asleep.
The rest of the stay was good, the place is very tired as we expected but it was hard work getting a drink at the bar as the girl kept disappearing. On one occasion 4 separate groups were left waiting leading to a huge cheer upon her return from everyone in the bar this was very funny indeed.
In the documentary the staff really made up for the shabby condition of the hotel but now it's like a ghost town. The entertainment acts were the same but just did their thing as Mark wasn't there as a host the whole thing suffered for this. No one seemed to realy care and the take it or leave it attitude was embarrassing at times.
The whole room thing made us laugh in the end as they used a massive book on the TV show and now the all singing online system had failed , Alison would have sorted things a lot quicker I am sure.
We spoke to another family who despite driving from the north east were too offered a refund after the room was sub standard , surley this can't be company policy?
They were painting the outside when we were there but the place needs to be shut and given a proper refurb, not just paper over the cracks.
Whilst we were getting ready to go out on the second night we heard a huge crash, it turned that when a guest tried to open the window it had compleaty fallen away! funny but very dangerous and they had just painted simalar windows that day, they all need replacing not painting.
Did we enjoy our stay ? O Yes ! In true "The Hotel" style it was full of calamity but sadly without the characters who made it what it was, we met Ellain when we checked out and she was lovely.
Would we return?? Maybe if they did a proper job of tarting the old place up but it looked a make do and mend job from what we had witnessed .
- Official Description (provided by the hotel):
- The Grosvenor Hotel, One of Torquays best located Hotels situated on the level and only 2 minutes from the sea front and the opposite award winning Torre Abbey Sands and adjoining Torre Abbey Gardens, Live entertainment & Dancing 6 nights a week, Children welcome, play area installed. Brasserie , lounge bar, garden restaurant and separate diner ... more less
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- Also Known As:
- Torquay Grosvenor Hotel
- Torquay Hotel Grosvenor
- Grosvenor Hotel Torquay Devon