I would urge you to think twice before you book this hotel -especially if it is in aid of a special celebration or treat. We booked the hotel for ourselves and some of our wedding guests for two evenings and although the interior looks charming and tastefully decorated on the website unfortunately the reality is somewhat disappointing.
The attitude of the staff was at best complacent, there was not even the effort of a 'congratulations' or a card in the room, (even though the bridesmaids, ushers, best man, groom, and bride were all seen in our outfits the day of the wedding), nor was it cleaned whilst we were there. We were very disappointed when we got back to the hotel on the night of the wedding.
I work in hotel design and have been fortunate enough to stay in some beautiful hotels around the world, this is the first one I have ever had to write a complaint about. After looking at the website we thought the hotel looked charming and beautiful, however we were very disappointed with our room (as was every other guest who stayed in the group booking) the bathroom in particular was a let down complete with a yellow stained bath- nice. The TV was a bit of an eyesore with cables trailing down the wall, the room was hot and stuffy and a lot smaller than it appears on the website.
Our guests paid a lot of money to stay in the hotel as a treat and celebration of our wedding and none of them were happy with what they received which to be honest was a little embarrassing.
I had booked the hotel 8 months prior to our wedding and had reserved each room under each corresponding guest's name who then individually rang up the hotel to book the rooms on their own credit cards. I double checked the details of each room twice leading up to the wedding and had confirmation both via telephone and email. The hotel double booked one of our guests and ended up putting her in the most expensive of the two rooms ( I had booked her the lesser expensive option). During the morning of the wedding whilst the said guest (bridesmaid) was busy getting ready with me, the hotel sent my younger brother up to the room demanding payment of both the room she was staying in and the empty room they had double booked by mistake! (they took our payment as soon as we checked in which is unusual but I now understand why). We had to argue with the receptionist (just what you need on the morning of your wedding) that obviously she would not be paying for an unused, unbooked room that was a result of a mistake made on their part. The receptionist said she would 'have to speak to the manager' who then sent me an email the day after my wedding stating- 'We understand it was an honest mistake and you were unaware you had booked two rooms'. Not only that but they also emailed me chasing for £13 for a guest who had not paid saying they would be deducting it from our credit card. The rooms were individually booked with each individuals card details, it is not my responsibility nor obligation to pay for other guests.
Finally my brother had an empty bottle of wine in his room (one of the 3 my sister had bought at the bar for everyone when we returned on the night of the wedding) which led to the hotel also saying they would charge me for the bottle of wine consumed in the room as it was unpaid for(not the case).
I could overlook the tiny overpriced rooms, the lack of any kind of personality or hospitality, the lack of draught beer, the lack of staff, the lack of lemons or limes at the bar on a hot summers day, the lack of cleaning, the lack of toilet roll in any of the rooms etc but trying to charge one of our group for an unused bedroom as well is really the last straw.
The hotel has the potential to be very nice, the public rooms and bar are tastefully decorated and the breakfast was also well done. It is however the running and managing of the place that lets it down. They need to invest in some well trained hotel staff, there is no personal touch, no charm, no effort. The staff who emailed me and spoke to me prior to the booking were in fact quite helpful but this was definitely not reflected during or after our stay.The rooms are very tired and barley meet a 4 star standard. The whole place it is in desperate need on an injection of TLC along with well trained staff that actually care about the guests. It could be a nice boutique hotel were it maintained and run correctly, as it is it falls heavily below par.
I have emailed the hotel manager which rendered no response (quelle surprise!) I have told them I shall be writing a review on Tripadvisor and further to seeing their condescending responses to past bad reviews on Tripadvisor I would expect some kind of sarcastic response back to my feedback. This is the first review and first complaint I have ever made about a hotel but I implore you, if you are looking for a nice boutique hotel for a special occasion give this one a wide birth!!
(However if you are looking for a nice wedding venue in York look at The Hospitium -York Museum Gardens a beautiful venue with highly efficient friendly and professional staff, some family also stayed in the Hilton in York and said it was fantastic service).
- Official Description (provided by the hotel):
- Located in a tranquil, residential street, Marmadukes Town House Hotel offers free Wi-Fi, characterful rooms and is just a 10-minute walk from York Minster and the Theatre Royal. All 21 en-suite bedrooms have been individually decorated with antique furniture and feature both tea/coffee making facilities and an en-suite bathroom with complimentary toiletries. The Park Restaurant has been awarded three AA Rosettes and serves a tasting menu. Guests can relax in the residents lounges or the private, walled garden to the rear of the property. Marmadukes Town House Hotel is just a 10-minute stroll from the historic city centre and picturesque Shambles shopping area. York Railway Station can be reached in a 20-minute walk. ... more less
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- Also Known As:
- Marmadukes York
- Marmadukes Hotel York