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“Hanging in there!” 3 of 5 bubbles
Review of The Grand Hotel

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The Grand Hotel
Ranked #36 of 89 Hotels in Torquay
Kenilworth
Level Contributor
36 reviews
12 hotel reviews
common_n_hotel_reviews_1bd8 11 helpful votes
“Hanging in there!”
3 of 5 bubbles Reviewed October 4, 2013

The Grand Hotel in Torquay looks tired - from the moment you approach it to the lifts inside. The staff however were very good and working the hotel nicely. I think all of the decor needed some attention and rooms were OK but dated. The garage to park in was hilarious - with dripping ceiling and netting to stop the flakes of plaster falling on cars it was a 'you take yer chances' style garage. The big family meal we had there was lovely but breakfast could have been more interesting. Would i go back - nope!

  • Stayed August 2013, traveled with family
    • 2 of 5 bubbles
      Value
    • 3 of 5 bubbles
      Location
    • 3 of 5 bubbles
      Sleep Quality
    • 2 of 5 bubbles
      Rooms
    • 2 of 5 bubbles
      Cleanliness
    • 5 of 5 bubbles
      Service
Helpful?
1 Thank Roger G
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
Andrew G, Guest Relations Manager at The Grand Hotel, responded to this review, October 6, 2013
Thank you for your comments, I am pleased you enjoyed your family meal in the restaurant and you found all the team good and working well, it is appreciated and I will pass on your comments to the team. The garage parking does need to have some money spending on it as some of the glass roof is broken, however the netting is to stop birds flying in and perching. We do have plenty of alternative parking around the hotel please ask at reception when checking in.
We have put in place a structured refurbishment programme going forward for the bedrooms and other public areas of the hotel for the next 12 months.
It is a shame you will not return as I am determined and passionate about making the Grand the hotel destination of choice in the area. I do hope you will give us another chance in the future.

Kind Regards,

Andrew Griffiths
Deputy General Manager
Report response as inappropriate
This response is the subjective opinion of the management representative and not of TripAdvisor LLC.
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Rating summary
  • Location
    4.5 of 5 bubbles
  • Sleep Quality
    4 of 5 bubbles
  • Rooms
    3.5 of 5 bubbles
  • Service
    4 of 5 bubbles
  • Value
    3.5 of 5 bubbles
  • Cleanliness
    4 of 5 bubbles
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Stoke Poges, United Kingdom
Level Contributor
189 reviews
45 hotel reviews
common_n_hotel_reviews_1bd8 84 helpful votes
4 of 5 bubbles Reviewed October 3, 2013

I stayed here last year, and liked it enough to return. The hotel is nicely located away from the main part of Torquay and directly opposite the railway station. It is a victorian building with what appear to be 1930s extensions. Since last year they have made some improvements. The bar service was a bit slow. I enjoyed the three evening meals and was happy with the service. It pays to get down fairly early for breakfast then you will miss the rush. Reception was polite and reasonably efficient. I could not turn off my radiator and found the hotel to be a bit too warm in general. For a seaside hotel I believe the Grand is doing ok in my opinion.

  • Stayed September 2013, traveled with friends
    • 4 of 5 bubbles
      Value
    • 5 of 5 bubbles
      Location
    • 3 of 5 bubbles
      Sleep Quality
    • 3 of 5 bubbles
      Rooms
    • 4 of 5 bubbles
      Cleanliness
    • 4 of 5 bubbles
      Service
Helpful?
Thank CarltonA10
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
Andrew G, Guest Relations Manager at The Grand Hotel, responded to this review, October 6, 2013
Thank you for your kind comments and I am glad you will be returning one day to see us again. You are correct breakfast is served between 7am -10am and we do tend to get a busy period around 9-30am during the weekends and holiday periods. However we are developing new ideas on how to minimise the rush going forward.
We are continually listening to feedback and making improvements to the facilities we offer our guests. We have a great team here who are friendly and professional in their roles and are here to meet and hopefully at times exceed all our guests’ requirements.
I am sorry you found the hotel too warm. If you were having trouble with the radiators in the room please call reception to report it and they will be happy to send a member of our team to help you.
I look forward to welcoming you back to the Grand in the future.

Kind Regards,

Andrew Griffiths
Deputy General Manager
Report response as inappropriate
This response is the subjective opinion of the management representative and not of TripAdvisor LLC.
Stoke-on-Trent, United Kingdom
1 review
common_n_hotel_reviews_1bd8 2 helpful votes
2 of 5 bubbles Reviewed October 2, 2013

We stayed here about 5yrs ago and returned to be very disappointed.I agree the place is very dated and requires decorating badly.The beakfast on our 1st morning was the worst I have ever experienced the service was very very poor and the breakfast was cold.We had intended to eat in there that evening but the breakfast experience put paid to that.We ate Italian (BIANCO) in the harbour that I would recommend.We had a sea view room clean but not 4 star nad the breakfast was a little better on the other days.A brilliant location but needs bringing up to standard,the staff in bar area were very good and attentive.When we checked out and they asked if all was ok we told them of breakfast experience and she said she would make a note about it for their next staff meeting as though it was the norm.

  • Stayed September 2013, traveled as a couple
    • 2 of 5 bubbles
      Value
    • 5 of 5 bubbles
      Location
    • 3 of 5 bubbles
      Sleep Quality
    • 2 of 5 bubbles
      Rooms
    • 2 of 5 bubbles
      Cleanliness
    • 2 of 5 bubbles
      Service
Helpful?
2 Thank keith r
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
Andrew G, Guest Relations Manager at The Grand Hotel, responded to this review, October 6, 2013
Thank you for taking the time to write a review. We like to hear all feedback as it help to identify the areas we need to develop. It is a shame you did not try our 1881 restaurant for dinner as I am sure you would have been impressed. As I feel the team in the restaurant are as attentive as our team in the Compass bar and it has been awarded a rosette for culinary excellence.
The breakfast at the moment is served as a hot buffet and we have been listening to our guest feedback and we are aware of the problem with the standards. With this in mind I am making this a number one priority, we are therefore going to be changing to plated service with much more emphasis on customer service. We are developing the training of our breakfast team to bring it up to the high standards our guests expect from the Grand Hotel.
I do hope you will be able to come back in the future to see us again.

Kind Regards,

Andrew Griffiths
Deputy General Manager
Report response as inappropriate
This response is the subjective opinion of the management representative and not of TripAdvisor LLC.

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Brisbane, Australia
Level Contributor
97 reviews
78 hotel reviews
common_n_hotel_reviews_1bd8 80 helpful votes
2 of 5 bubbles Reviewed September 30, 2013

We read the reviews prior to staying at the Grand & recognised that opinions were divided on whether this hotel lived up to a 4 star rated hotel or not. We decided to stay primarily due to location,which is fabulous. However we really think the management need to read the reviews thoroughly & offer more purposeful responses & action to remain viable in today's market.
The Grand was the 14th hotel in succession we had stayed at on this trip & we can honestly say.
* Check in & reception staff were efficient & friendly
* Parking is appauling (valet parking as suggested by management on previous response to guest comment was not visible or offered). The hotel garage has significant parking issues & roadside, train station parking also limited
* Our room was very dated, tired & not fresh or clean feeling
* Blanket on bed ( no duvet) was not freshly laundered
* No fridge in room
* Dated decor & threadbare carpets in hallways
* Sunday breakfast, whilst realising restaurant was busy, there was no head waiter or person in charge. We queued up & then were told to help our self to a table(most unusual practice for a large hotel). Guests were roaming restaurant for free tables, whilst there were some they had not been cleared. Waitresses were extremely stressed & dashing around. There appeared to be no coordination overall. Plates were wet & we, along with other guests were drying them to use at the servery
* We also noticed that some rooms had dogs in with their owners (signs hanging on room doors). Whilst realising that some guests may like to travel with pets, we can't help but wonder what extra cleaning processes are instigated for rooms that have animals sleeping in them? Especially when the bed cover & blanket was not freshly laundered

On the whole, we would only recommend this hotel for location as it needs updating and to have a management review.

  • Stayed September 2013, traveled as a couple
    • 1 of 5 bubbles
      Value
    • 5 of 5 bubbles
      Location
    • 2 of 5 bubbles
      Sleep Quality
    • 1 of 5 bubbles
      Rooms
    • 1 of 5 bubbles
      Cleanliness
    • 3 of 5 bubbles
      Service
Helpful?
2 Thank 1Scarlett1
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
Andrew G, Guest Relations Manager at The Grand Hotel, responded to this review, October 1, 2013
Thank you for taking the time to write a review. We do read all the reviews and we are aware of staying competitive in today’s market. Therefore we have recently upgraded all rooms with flat screen TV's and are in the process of removing all the blankets from the rooms and replacing them with duvets. All blankets are laundered after each stay and any rooms which are designated as pet friendly are spring cleaned periodically. We do have plenty of rooms which we do not allow pets in for any person with allergies.

We have also instigated a structured refurbishment plan going forward to maintain our competitiveness in the market place. The parking at the Hotel is limited at busy periods, however we do offer the valet parking, all the guests’ needs to do is ask at our reception. We have extra spaces at the rugby and cricket club across the road. We aim to meet and exceed all our guest expectations at the Grand going forward, however on occasions we fall short of the standards we set ourselves and for this I apologise. I do hope you will come back and see us in the future as we are under new management and are working hard to put things right.

Kind Regards,


Andrew Griffiths
Deputy General Manager
Report response as inappropriate
This response is the subjective opinion of the management representative and not of TripAdvisor LLC.
Moorooduc, Australia
Level Contributor
162 reviews
41 hotel reviews
common_n_hotel_reviews_1bd8 107 helpful votes
1 of 5 bubbles Reviewed September 28, 2013

I am sorry to say that I cannot say a good word about our stay here. Check in was incredibly slow - they couldn't seem to find anyone to park our car - so my husband did it. Then, there wasn't a porter to take our bags - so my husband did it. We wanted a room with a balcony - we were offered a suite on the 4th floor for an extra charge - we got there with our bags to find that it, in fact, did not have a balcony. I phoned reception - no answer! I had to go downstairs and wait in the queue again to request a change of room.
The bar service was appalling - the bar service waiters seemed to find anything to do rather that serve you. The cooked breakfast looked like it had been sitting in the bain-marie for days and the evening meal in the restaurant was similarly unappealing.
The room was shabby, the hotel had paint peeling everywhere.....
This hotel may have been grand many years ago but it is in desperate need of a major overhaul of both the building and the staff now.
One could easily believe that Fawlty Towers lives on again at The Grand Hotel Torquay!

  • Stayed September 2013, traveled with friends
    • 1 of 5 bubbles
      Value
    • 4 of 5 bubbles
      Location
    • 3 of 5 bubbles
      Sleep Quality
    • 1 of 5 bubbles
      Rooms
    • 2 of 5 bubbles
      Cleanliness
    • 1 of 5 bubbles
      Service
Helpful?
8 Thank KillarneyFarm
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
Twickenham
Level Contributor
33 reviews
16 hotel reviews
common_n_hotel_reviews_1bd8 15 helpful votes
5 of 5 bubbles Reviewed September 27, 2013

When we stayed here last year, about the only negative I could come up with when I came to write my review was that the chairs in the Compass Bar were looking a little tired. Someone must have agreed with me because they've all been changed now and very nice they are too.

So I can only reiterate that I find this to be a very nice, traditional style but classy seaside hotel. The food is better than one has a right to expect in this genre and the staff are all smart, friendly and efficient.

I also love the wonderful views of the bay.

So no negatives at all this year.

Room Tip: Some of the rooms seem to have decent sized bunk beds as an inclusion, which would seem to be perfec...
See more room tips
  • Stayed September 2013, traveled with family
    • 4 of 5 bubbles
      Value
    • 5 of 5 bubbles
      Location
    • 4 of 5 bubbles
      Sleep Quality
    • 5 of 5 bubbles
      Rooms
    • 4 of 5 bubbles
      Cleanliness
    • 5 of 5 bubbles
      Service
Helpful?
Thank Parbold_Standish
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
Taunton, United Kingdom
Level Contributor
29 reviews
21 hotel reviews
common_n_hotel_reviews_1bd8 11 helpful votes
4 of 5 bubbles Reviewed September 24, 2013

We thoroughly enjoyed our two night stay at the Grand during the Agatha Christie Festival, when the hotel was buzzing, so why am I writing a critical review? Because, although the hotel's good points are still there: location, impressive-looking restaurant, view from the Compass Lounge, pleasant staff, the refurbishment of the hotel is proceeding slowly, and somewhat amateurishly, and standards overall are too variable.

For instance, our room had a new-looking bathroom but the shower in the bath was hand held. There was no grab rail fixed to the wall to help the less able bodied climb in, and the dark wood, bathroom furniture didn't look robust enough for hotel use. The door to the bathroom didn't fit properly either. In fact, the small bathroom seemed a suitable candidate for a shower cabinet instead of a bath.

Similarly, in the bedroom a beautiful bedspread had been made for an old, double bed. A 5' wide bed is the norm nowadays. Although the television set was slimline, it was too small for the size of the room and was hung high on the wall.

It feels as though a more professional approach, and a loosening of the purse strings, is required to bring the accommodation up to four star standard.

My other complaint is reserved for the food and drink. Soup served in the Compass Lounge was flavourless, underseasoned and half cold. The rolls on top of the basket had been warmed, those underneath not so they were doughy. Was this to discourage consumption? Coffee in the lounge has always been hit and miss as to whether it's hot, and it wasn't. The last straw was breakfast in the 1881 Restaurant, where at extra cost, items are cooked to order. Smoked haddock with poached eggs were ordered but the fish was kept under a hot lamp, drying it out, whilst the eggs had a taint of vinegar.

Interestingly, as the food has got worse, staff in the Compass Lounge have improved and service was much quicker than in previous years.

We have not yet fallen out of love with the Grand but it is beginning to lose its charms.

  • Stayed September 2013, traveled as a couple
    • 3 of 5 bubbles
      Value
    • 5 of 5 bubbles
      Location
    • 4 of 5 bubbles
      Sleep Quality
    • 4 of 5 bubbles
      Rooms
    • 4 of 5 bubbles
      Cleanliness
    • 4 of 5 bubbles
      Service
Helpful?
Thank Allan T
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
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Additional Information about The Grand Hotel

Property: The Grand Hotel
Address: Sea Front, Torquay TQ2 6NT, England
Location: United Kingdom > England > Devon > English Riviera > Torquay
Amenities:
Beach Business Center with Internet Access Fitness Center with Gym / Workout Room Free Breakfast Free High Speed Internet ( WiFi ) Free Parking Pets Allowed ( Dog / Pet Friendly ) Restaurant Room Service Spa Suites Swimming Pool Wheelchair access
Hotel Style:
#7 Spa Hotel in Torquay
#12 On the Beach Hotel in Torquay
#16 Luxury Hotel in Torquay
#16 Business Hotel in Torquay
Price Range (Based on Average Rates): $
Hotel Class:4 star — The Grand Hotel 4*
Number of rooms: 132
Official Description (provided by the hotel):
Torquay's Historic Jewel For old world grandeur and traditional British charm, the Grand has been Torquay's landmark hotel for over 130 years. Overlooking one of the finest bays, this elegant Victorian hotel offers 132 individually styled bedrooms, The Grand spa, AA rosette restaurant 1881 and is surrounded by 22 miles of spectacular Devon coastline. ... more   less 
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Also Known As:
The Grand Hotel Torquay, Devon

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