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“Papering over the cracks??” 3 of 5 stars
Review of Grosvenor Hotel Torquay

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Grosvenor Hotel Torquay
3.0 of 5 Hotel   |   Belgrave Road, Torquay TQ2 5HG, England   |  
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Ranked #52 of 97 hotels in Torquay
Southampton, United Kingdom
Senior Contributor
26 reviews 26 reviews
11 hotel reviews
Reviews in 15 cities Reviews in 15 cities
21 helpful votes 21 helpful votes
“Papering over the cracks??”
3 of 5 stars Reviewed August 11, 2013 via mobile

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 .


  • Stayed August 2013
    • 2 of 5 stars Value
    • 4 of 5 stars Location
    • 1 of 5 stars Rooms
    • 2 of 5 stars Cleanliness
    • 3 of 5 stars Service
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525 people have reviewed this hotel

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Rating summary
  • Location
    4.5 of 5 stars
  • Sleep Quality
    4 of 5 stars
  • Rooms
    3.5 of 5 stars
  • Service
    4.5 of 5 stars
  • Value
    4 of 5 stars
  • Cleanliness
    4 of 5 stars
Traveler tips help you choose the right room.   Room tips (159)
Date | Rating
  • English first
  • Any
English first
Blackpool, United Kingdom
Senior Reviewer
10 reviews 10 reviews
8 hotel reviews
Reviews in 8 cities Reviews in 8 cities
8 helpful votes 8 helpful votes
5 of 5 stars Reviewed August 7, 2013

We stayed in room number 2. It has recently been re-furbished and the decor was amazing. Large sized room. Very very large bed which was comfortable, the bathroom was great with a fitted spa bath but we couldn't get it to work.
Pillows were spectacular and the topper on the bed was fab.
Breakfast was a little disappointing as the sausages were basic, not local or special. Bacon was great and thick cut. We had to wait a while for it so they didn't chearge us extra for my partners kippers and poached egg as the kippers were crispy and the egg was over cooked. However we would definitly stay there again as the reception staff were ****** 5 stars, the poor breakfast staff were over worked but lovely.

  • Stayed August 2013, traveled as a couple
    • 4 of 5 stars Value
    • 5 of 5 stars Location
    • 5 of 5 stars Sleep Quality
    • 5 of 5 stars Rooms
    • 5 of 5 stars Cleanliness
    • 4 of 5 stars Service
Was this review helpful? Yes
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
WIltshire
Reviewer
3 reviews 3 reviews
3 hotel reviews
Reviews in 3 cities Reviews in 3 cities
2 helpful votes 2 helpful votes
4 of 5 stars Reviewed August 7, 2013

After reading many of the reviews I wasn't expecting much. The holiday was a last minute offer through the primary school times, for a family of 4 for 5 nights, with a family of five I was expecting this to go up, but no I was charged the same amount.

When we arrived, we discovered the hotel was in the process of having a facelift, inside and out. We arrived at reception and with speedy efficient service were given our keys to our room. The room was perfect, large with a separate room for the children and a spacious bathroom, with bath and shower. Yes the decor is very dated, and the carpets have seen better days but the rooms were clean and tidy.

The inside pool was closed due to maintenance, however this did not stop the children using the lovely clean outside pool, whilst my husband and I relaxed in loungers. The children also had the run of the gardens and new looking play area.

The greatest thing about the holiday was the breakfast and evening meal which was included in our rate. Full cooked English breakfast and three course evening meal couldn't have been better and the service in the restaurant was excellent. They waiter and waitress we had were always friendly and speedy.

The hotel is a stones throw away from the beach and walking distance from the town.

I would definitely go back, however once they have finished their makeover their prices will probably sky rocket.

  • Stayed August 2013, traveled with family
    • 5 of 5 stars Value
    • 5 of 5 stars Location
    • 4 of 5 stars Sleep Quality
    • 3 of 5 stars Rooms
    • 3 of 5 stars Cleanliness
    • 4 of 5 stars Service
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Ipstones, null, United Kingdom
Contributor
17 reviews 17 reviews
6 hotel reviews
Reviews in 13 cities Reviews in 13 cities
22 helpful votes 22 helpful votes
5 of 5 stars Reviewed August 5, 2013

We stayed only one night, a Sunday, as Grosvenor was fully booked for our required holiday dates. On arrival we registered and were shown to our room promptly. We were in Room 2 - a stunning room. The indoor pool is currently getting a makeover. There's a sauna, gym and hairdresser plus some lovely local jewellery and crafts for sale in the foyer. We could get a drink from the bar at any time - just needed to ask whomever was around on reception. I had kippers and poached egg for breakfast which would usually cost £2.49 extra. Also on offer in addition to the usual full English is salmon and scrambled egg (the latter at the extra charge too). We left feeling that we would definitely return.

Room Tip: Rooms 1 & 2 are on the lower floor and therefore pick up noise from the lounge, but they are als...
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  • Stayed August 2013, traveled as a couple
    • 5 of 5 stars Value
    • 5 of 5 stars Location
    • 5 of 5 stars Sleep Quality
    • 5 of 5 stars Rooms
    • 5 of 5 stars Cleanliness
    • 5 of 5 stars Service
Was this review helpful? Yes 1
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
Weymouth, United Kingdom
2 reviews
1 helpful vote 1 helpful vote
2 of 5 stars Reviewed August 5, 2013

Ok,so we booked our rooms last minute so we should expect to be given the smaller rooms, however we did not excect to arrive in a room (37 i think) full of damp, with a cracked window, with a bathroom that smelt of manure, no wardrobe, a broken chest of drawers and a bed so hard we had to sleep ontop of the duvet to make our stay just a little more comfy. There was dust everywhere and everything was worn out completly! Just noone seemed happy the only member of staff that bothered to talk was a lovely redhead girl at breakfast who was more than happy to help and the night porter who fetched us some water as it so hot! Also not to mention there was nowhere to park properlly! We had come on the hottest weekend of the year so far and as we walked into the hotel it was like we have walked into a heatwave! When we asked about turning the heating off we were told it was an old system so this could not be done or the pool would not be heated!? Not only that we couldnt have a shower in peace without someone knocking on our door as it was leaking downstairs!
There are doors connecting all the rooms together and we were shocked to open the door and be in another persons room! talk about security risks!
Breakfast was cold and disgusting, could tell it had been sat on a hotplate waiting to be served, it was so bad we skipped breakfast the next day and went out to a cafe instead!
Luckily the location of the hotel was good, everything in walking distance and the town or torquay is lovely so if you do decide to stay here spend as little time in the hotel as possible!
Will not be returning and would certainly not reccomend.

Room Tip: make sure you book one of the rooms they have displayed in the pictures!
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  • Stayed July 2013, traveled as a couple
    • 2 of 5 stars Value
    • 5 of 5 stars Location
    • 2 of 5 stars Sleep Quality
    • 2 of 5 stars Rooms
    • 2 of 5 stars Cleanliness
    • 3 of 5 stars Service
Was this review helpful? Yes
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
Loughborough, United Kingdom
2 reviews
Reviews in 2 cities Reviews in 2 cities
4 helpful votes 4 helpful votes
1 of 5 stars Reviewed August 4, 2013

We arrived at the Grosvenor Hotel early as we could not check in until 15.00 hrs, thank goodness we did, we had planned our five night stay at the Grosvenor since February 2013 our party consisted of five adults and my 3 year old grandson, on arrival we went for a look around the hotel firstly to look at the outside pool only to find it covered over with a tarpauline cover at the bottom we could see black silt, we went inside to look at the indoor pool, the door was locked and we were told the pool will not be in use for at least a week, the girl at reception said you can use the facilities at our sister Hotel they are alot better than ours, the sister hotel is called The Grand and is situated on the beach front at Torquay, we went to the hotel and told the reception staff what we had encounted at the Grosvenor, they immediately said that we could transfer to the Grand if they had availability, we quickly transfered to the Grand and had a fantastic holiday, the grand was more expensive but theres an old saying YOU GET WHAT YOU PAY FOR and this is very true. It looks like the new owners of the Grosvenor Richardsons are trying to do renovation work while still booking guests in which in my opinion does not work.

Stayed July 2013, traveled with family
Was this review helpful? Yes 3
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
Bristol, United Kingdom
Senior Reviewer
9 reviews 9 reviews
3 hotel reviews
Reviews in 8 cities Reviews in 8 cities
5 helpful votes 5 helpful votes
5 of 5 stars Reviewed August 4, 2013

We have just returned from a great weekend here, location is great less than 5 min walk to the beach, the food was excellent and staff went above and beyond to be helpful and friendly.
Refurbishment has started but didn't effect us and I am looking forward to returning next year.

  • Stayed August 2013, traveled as a couple
    • 5 of 5 stars Value
    • 5 of 5 stars Location
    • 5 of 5 stars Sleep Quality
    • 5 of 5 stars Rooms
    • 5 of 5 stars Cleanliness
    • 5 of 5 stars Service
Was this review helpful? Yes
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.

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Additional Information about Grosvenor Hotel Torquay

Address: Belgrave Road, Torquay TQ2 5HG, England
Phone Number:
Location: United Kingdom > England > Devon > English Riviera > Torquay
Amenities:
Bar / Lounge Beach Beverage Selection Fitness Center with Gym / Workout Room Free Breakfast Free High Speed Internet ( WiFi ) Free Parking Children Activities ( Kid / Family Friendly ) Pets Allowed ( Dog / Pet Friendly ) Restaurant Room Service Suites Swimming Pool
Hotel Style:
#12 On the Beach Hotel in Torquay
#43 Romantic Hotel in Torquay
Price Range (Based on Average Rates): $$
Hotel Class:3 star — Grosvenor Hotel Torquay 3*
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

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