We noticed that you're using an unsupported browser. The TripAdvisor website may not display properly.We support the following browsers:
Windows: Internet Explorer, Mozilla Firefox, Google Chrome. Mac: Safari.

“Awful customer service!!!!!”
Review of Elmbank Hotel

Best prices for -
Check In mm/dd/yyyy Check Out mm/dd/yyyy
Prices are for 1 room, 2 adults
Show Prices
Compare best prices from top travel sites
and 9 more sites!
Elmbank Hotel
Ranked #45 of 46 Hotels in York
N.East, UK
1 review
common_n_hotel_reviews_1bd8 3 helpful votes
“Awful customer service!!!!!”
Reviewed June 30, 2009

I booked a family room (sleeps 4) online for 3 of us over a month before our stay date on the understanding that a possible 4th person could be accomodated in our room if required and was told on the phone that this would not be a problem. Two weeks later my friend said she would be able to go to York with us so I called Elmbark to confirm this and was told by a man who didn`t speak English v.well that was fine because I had reserved a room for 4 people and didn`t need to make any changes to the booking. Three days before we were due to book into this hotel I decided to call them and check what the extra charge for the 4th person joining us would be. The 1st lady I spoke too once again spoke bad English and didn`t seem to be able to make up her mind if there was an extra charge or not and eventually said there probably would be!!! When I asked what it would be she coldn`t answer me so passed the phone to another lady. I was then asked for my details and rudely told that because I had only booked for 3 people that they had moved my `reservation` from the family room to a triple room!!! When I told her i`d spoken too 2 people who told me that I had a room booked for 4 people and did NOT need to alter my booking she just said `well u`ve been told wrong and that they should have told me that I needed to change my booking`!!!! I was then informed that the room I booked had been given to somebody else and was offered 2 twin rooms for alot more money! How can a hotel decide to give a room that u`ve reserved to somebody else and emply such poorly informed staff?! Thank god we didn`t just turn up as advised by THEIR own staff! I was so angry that I cancelled my booking and am glad I`m not staying there now if this is how they deal with their customers!! I`ve never complained about a hotel before let alone one i didn`t even get to stay in! I would not recommend this hotel to anyone ,awful customer service!!!!!

Stayed June 2009, traveled with friends
Helpful?
3 Thank rollo707
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
Write a Review

1,101 reviews from our community

Traveler rating
    115
    295
    269
    202
    220
See reviews for
142
564
44
73
Rating summary
  • Location
  • Sleep Quality
  • Rooms
  • Service
  • Value
  • Cleanliness
Traveler tips help you choose the right room.   Room tips (218)
Date | Rating
  • Chinese (Traditional) first
  • Chinese (Simplified) first
  • Dutch first
  • English first
  • French first
  • German first
  • Italian first
  • Japanese first
  • Norwegian first
  • Portuguese first
  • Russian first
  • Spanish first
  • Turkish first
  • Any
English first
Oxford
1 review
common_n_hotel_reviews_1bd8 2 helpful votes
Reviewed June 16, 2009

My wife and I stayed in the 'Elmbank Hotel and Lodge' in mid June 2009, paying approx. 130 pounds for a two-night break (staying Thurs. and Fri. nights).

The level of cleanliness was very poor and the accommodation was of sub-standard for a hotel. For example, the room was dirty and surfaces were covered in dust, a towel was badly stained, the bathroom was mouldy and flushing the toilet produced a loud rumbling and shaking that lasted for a couple of minutes.

We had asked for a quiet room, but were surrounded by noisy neighbours whose voices (etc.) could be heard through the paper-thin walls.

We paid £8.50 per person for a cooked breakfast and regretted it. The quality of the food was very low and you could get much better, for cheaper, eating at one of the many cafes on the route into the city.

We did not stay for the second night but were not asked why we were checking out early.

I would not recommend this hotel to anyone and suggest, instead, that you go elsewhere (e.g. a guesthouse / B & B) if you're on a budget.

  • Stayed June 2009, traveled as a couple
    • Value
    • Location
    • Rooms
    • Cleanliness
    • Service
Helpful?
2 Thank JSY7000
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.

Travelers are raving about these York hotels

Darlington, England
Level Contributor
40 reviews
31 hotel reviews
common_n_hotel_reviews_1bd8 28 helpful votes
Reviewed June 5, 2009

We (2 adults, 2 teens) stayed here for one Saturday night to attend a birthday party, so spent little time there other than checkin, sleeping and breakfast before departure. Chose the hotel because of its location close to our friends' home and because they could offer a decent sized family room for 4; we'd stayed there once as a couple some years ago and found it to be ok, nothing special but ok.

Our room was actually reasonably good - very large ground floor double with another double bed and a single bed that stow vertically in cupboards and drop down when needed. Even with extra beds in place it's a big room with table, armchairs etc, unlike many so-called family rooms where there's no floor space at all when all the beds are in use. The cleanliness of the room was ok with good bedlinen and comfortable beds, although the bathroom decor was rather tired and the bathroom was adequately rather than squeaky clean. Parking can be a bit of an issue in this area but we were lucky and had no problems on this visit. We booked on Lastminute.com and opted to have breakfast as it only added about £8 in total to the room rate, which was about £120 for us all. No, it wasn't a spectacular individually-cooked breakfast, but it was plentiful, tasty, included fruit, yogurt, toast, cereal, juices and buffet-style cooked breakfast, and was most certainly worth paying the extra for. We found the staff to be polite and helpful and despite the fact that the hotel was busy and had a function on, we didn't suffer from any noise and enjoyed a comfortable short stay. It was a better option for our family group than taking two rooms in a travelodge or similar, cost about the same, we got breakfast, and it's within walking distance of York city centre. We were happy enough with what we got for our money.

  • Stayed May 2009, traveled with family
    • Value
    • Location
    • Rooms
    • Cleanliness
    • Service
Helpful?
Thank Mnemosyne
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
Newcastle upon Tyne, United Kingdom
Level Contributor
6 reviews
6 hotel reviews
common_n_hotel_reviews_1bd8 13 helpful votes
Reviewed May 26, 2009

Arived at the Elmbank at 11:00am left our lugage there and walked into York as check in time was from 2:00pm.Arrived back at the hotel around 3:00 to be told that there had been a problem with our booking and we didn't have a room so we would have to find somewhere else.( I had reserved our room on the hotels own website) After some discussion we eventually managed to get a room at the Elmbank only because some other guests decided to not take up their reservation.
Our room was above the restaurant/kitchen so there was a relentless noise of doors banging.The room,particularly the ensuite was filthy.We dread to think what the content of the stains on the door,tiles,skirting etc was.The overall service of this hotel seems to be running on a very tight budget.The person on reception had to serve in the bar,even then that person had to got back to receprion to get your change,for some reason they don't use the till behind the bar.Unless things change,we won't be going back.

  • Stayed May 2009, traveled as a couple
    • Value
    • Location
    • Rooms
    • Cleanliness
    • Service
Helpful?
2 Thank UKCruiser
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
Essex
1 review
Reviewed May 18, 2009

Having read the very mixed reviews here I was a bit anxious about what to expect, but very pleasantly surprised. We were given a great room - a suite really, with 4-poster bed - with no extra charge (paid £84 for 1 night inc breakfast using website). The staff were all very helpful - parking was a bit tricky being raceweek but they helped find a solution after we double-parked in the fairly small car park by keeping the keys in case they had to move the car. The lounge is huge - with a quirky high ceiling and roaring coal fire. Breakfast was good - all the usual stuff and excellent bacon, plenty of it too. Would definitely go back.

  • Stayed May 2009, traveled as a couple
    • Value
    • Location
    • Rooms
    • Cleanliness
    • Service
Helpful?
Thank Briskly
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
London
Level Contributor
23 reviews
18 hotel reviews
common_n_hotel_reviews_1bd8 12 helpful votes
Reviewed May 12, 2009

stayed here after booking via booking.com (therefore cheaper than booking directly) and this place was much better than expected. the hotel is quirky. we didn't have breakfast included but i was glad as it didn't look great.
good location. negatives were water pressure was low and they have their heating up really high so it's worth remembering to turn your radiator up/down according to the time of day. plus from our room there was alot of noise as we were need a fire door used by all rooms on our floor which banged shut consistently (annoying when you're trying to lie in!) would return, if it was on offer again!

  • Stayed May 2009, traveled with friends
    • Value
    • Location
    • Rooms
    • Cleanliness
    • Service
Helpful?
Thank sbandrm
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
Surrey
Level Contributor
8 reviews
4 hotel reviews
common_n_hotel_reviews_1bd8 7 helpful votes
Reviewed April 12, 2009

After first booking the hotel then reading some of the reviews of this hotel my husband and I were extremely worried about what we would find on our stay. We were celebrating our 2nd wedding anniversary and wanted a romantic break away.
We found the hotel utterly charming, a beautiful hotel with it's magnificent art deco in the bar area, dining rooms and reception. We've stayed in brand new modern hotels but The Elmbank had real character and history.
The staff were very friendly and pointed us in the right direction for places to go and visit.
We admit the breakfast wasn't freshly cooked to order but there was plenty of choice in a help yourself style. We didn't eat in the restaurant but the menu looked nice.
We were fortunate to have one of the best rooms of the hotel which was newly decorated. No problems with hot water or other amenities in our room.
We managed to park on the hotels carpark each night, 3 nights in total, and the hotel was in a great location from the town centre, easy walking distance. There were nice restaurants and pubs a short walk away.
We really enjoyed our stay and would definately book again.

  • Stayed April 2009, traveled as a couple
    • Value
    • Location
    • Rooms
    • Cleanliness
    • Service
Helpful?
Thank DotSurrey
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
Hotels you might also like...
Travelers also viewed these York hotels
0.2 mi away
Ibis York Centre
Ibis York Centre
#38 of 46 in York
1,861 reviews
0.2 mi away
Wheatlands Lodge Hotel
1.3 mi away
Hotel Noir
Hotel Noir
#1 of 2 in Clifton
1,073 reviews
Show Prices
Show Prices
Show Prices
0.9 mi away
Jorvik Hotel
Jorvik Hotel
#42 of 46 in York
614 reviews
0.2 mi away
Holgate Hill Hotel
Holgate Hill Hotel
#43 of 46 in York
216 reviews
0.9 mi away
Holiday Inn York
Holiday Inn York
#36 of 46 in York
1,282 reviews
Show Prices
Show Prices
Show Prices

Been to Elmbank Hotel? Share your experiences!

Write a Review Add Photos & Videos

Additional Information about Elmbank Hotel

Property: Elmbank Hotel
Address: The Mount | Driffield Terrace, York YO24 1GE, England
Location: United Kingdom > England > Yorkshire > North Yorkshire > York
Amenities:
Bar / Lounge Business Center with Internet Access Free Parking Restaurant Room Service Wheelchair access
Hotel Style:
Ranked #45 of 46 Hotels in York
Price Range (Based on Average Rates): $
Hotel Class:3 star — Elmbank Hotel 3*
Number of rooms: 76
Reservation Options:
TripAdvisor is proud to partner with Hotwire, Hotels.com, Booking.com, Orbitz, Expedia, Travelocity, TripOnline SA, Cheap Tickets, HotelQuickly, Cancelon and HRS so you can book your Elmbank Hotel reservations with confidence. We help millions of travelers each month to find the perfect hotel for both vacation and business trips, always with the best discounts and special offers.

Is This Your TripAdvisor Listing?

Own or manage this property? Claim your listing for free to respond to reviews, update your profile and much more.

Claim Your Listing