The Grand, York
“Beautiful hotel, very close to train station and a short walk from the main shopping area of York. We had a lovely visit, and most of the staff were very courteous, welcoming and friendly. The room was well presented and we had a very comfortable bed. It is a higher priced hotel and you could see the attention to detail and little touches that made it special. We were slightly disappointed that we didn't receive the same warm level of greeting as other guests. It was a stay we'd saved for and had looked forward to very much. It was obvious they had regulars, which is fantastic and means the hotel gets it right as a general rule. But it would have been nice if we'd had a little conversation with the check-in member. The couple being checked in next to us were being asked very general questions like where they'd travelled from, creating a little conversation, but we didn't get the same; just a hello and asked about what card we wanted to put on file for incidentals and then silence. I did attempt to make a little polite conversation with the receptionist but it was clear that they were not interested. It made us feel a little awkward. Asking simple customer service questions makes guests feel welcome and at ease, which we didn't experience at that point. On checking out it was better; we were asked if we'd enjoyed our visit to York, where we were going back to, etc. It made us feel more welcome, even though we were checking out. All in all though, our check in experience hasn't put us off booking in again at some point. Chances are it was an exception to their usual level of service.”