My fiancee and i booked this hotel for our 10 year anniversary, for a nice relaxing time away from the hustle and bustle of city life.
Upon arrival, we found our room to be bitterly cold, radiators not working, and were unimpressed with the outdated grubby, industrial grey decor throughout the room with a bathroom that wouldn't have been out of place in the 1970's. The radiator also did not work in the bathroom, and there was a suspicious looking puddle of rusty water by the bath.
Upon contacting reception re: the radiator situation, we were coldly advised that 'someone would be up to look at this.' A few minutes later a flustered greying woman appeared, caressing the pipes desperately feeling for signs of warmth. She eventually gave up the ghost,
rambling about a maintanence man who 'may be on site if she can catch him within the next few minutes.'
Ten minutes passed, she returned with a rasp knock at the door, oil filled radiator in hand, a look of disdain on her face.
After a few moments spent fumbling for a socket, she plugged the radiator by the window whilst myself and my fiancee were shivering on the bed, our noses streaming from the cold.
The oil filled radiator was a little lack luster in warming the room, feeling a little put out, we decided to let off some steam (oh the irony from being so cold!) in the spa area.
After the ordeal of the brisk winter chill in the room, we were pleasantly surprised that the spa facilities were more than adequate. After spending 30 minutes in the sauna to 'warm our cockles,' we headed to reception to book our 10 year anniversary meal for the following night in the hotel's restaurant.
We were advised that we had to book our table prior to 7pm as a private function was being held that night. We booked a table for 6pm and were looking forward to a nice romantic meal gazing out at the oceanic views of Scarborough.
After a lovely day of strolling along the water front, we arrived promptly at 6pm, ordered a bottle of wine in anticipation of our romantic meal.
I asked the waitress where about we would be sitting in the restaurant that was beautifully set up for the evening, candles on tables, lights dimmed and all the finery set out, we were abruptly pointed in the direction of the bar and told that the restaurant was reserved for a private function and that we must eat in the bar area. We were bitterly disappointed as we were expecting to celebrate our anniversary in the beautiful setting of the restaurant rather than the grubby setting of the bar next to the distasteful electric fireplace.
We spoke to the restaurant manager and explained that we were originally advised that we were able to book a table in the restaurant up until 7pm due to the private function, and at no point were advised otherwise (we would have happily chosen another restaurant if we knew this would be the case as we would not have wished to celebrate such a special occasion in a bar setting). After explaining this to the manager, he shrugged his shoulders and said the food is only being served in the bar and that it 'wasn't his fault.' At no point did he apologise which left a sour taste in our mouths.
Feeling dejected and somewhat 'second rate' we decided to make the best out of a bad situation and try to enjoy ourselves in the bar area. We drank our wine and waited for our order to be taken. We explained our situation to the young waiter who was empathetic towards our plight and said he would 'speak to the manager to see what he could do.' He then returned and said he could offer us a bottle of sparkling wine as some kind of 'compensation.'
We agreed to this as we had already purchased a bottle of wine so would be unable to drive to another restaurant and was conscious of the fact that we may have needed to book a table in advance if we were to go elsewhere.
Our food was brought out 30 minutes later, by which time guests from the private function started to arrive. As we began to dine, we were surrounded by people standing around our table, talking loudly and drinking right next to us as we tried our best to enjoy our anniversary meal. Needless to say, this spoilt any hopes we had of making this meal romantic as we were sharing our evening in a bar with a group of undesirables making a ruckus. One drunken yob even left his empty beer glass on our table as we were finishing our meal!
It's an experience we would never repeat and ruined our anniversary, turning a moment that should have felt special, into a moment that felt cheap and blasé.
We were not offered any form of compensation (other than the wine that could not replace the moment lost). We would certainly never recommend this hotel who under-value their guests in place of 'private parties.'
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
Thank for taking the time to review your stay at the Ambassador Spa Hotel, I am sorry that your experience fell below expectations.
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I do apologise for the lack of heat in your room and that this matter was not resolved to your satisfaction. I am of course very disappointed that you found the room to be uncomfortably cold and can assure you that we have had heating engineers look into resolving this problem. I think it would be remiss of me if I were not to mention that I find your comments about my colleague who attended your room somewhat irrelevant to the problem and potentially offensive; to describe someone whose only action was to attempt to resolve the problem as 'greying' has no bearing on the matter and is, in my opinion, rather ageist.
I would also like to apologise that your dining experience was not to the expected standard. We pride ourselves on the quality of our menus and service and I do apologise that a table was not available in our Restaurant on the evening that you stayed. For the benefit of readers who have not previously stayed at the Ambassador I would like to mention that the Bar and Restaurant are open plan and open onto one another, I can assure you that it was in good faith that my colleague offered a table in the bar area.
I am also sorry that you felt that your evening was spoilt further by other guests in the hotel, however I again feel it would be remiss not to mention that describing strangers as 'undesirables' and 'drunken yobs' is also unfair to those individuals who, like yourself, had come to the hotel to celebrate an occasion. There were several parties attending the function on the evening that you stayed, two groups employees of reputable companies and two families with members of all ages.
I truly am very sorry that your experience fell below the standard expected and would have welcomed the opportunity to discuss this matter with you either during your stay or afterwards. It disappoints me that you have not contacted me directly to resolve your complaint; having spoken to my colleagues who dealt with your complaints during your stay, they felt that the matters had been resolved to your satisfaction and so they had not been escalated to me.
I hope that you will accept my apologies for your dissappointment and for any upset caused.
This response is the subjective opinion of the management representative and not of TripAdvisor LLC.