Ratings based on 1,047 Verified Reviews
4.8 Room cleanliness
4.7 Service & staff
4.7 Room comfort
4.7 Hotel condition
Expedia Verified Reviews
by A verified traveler
Posted 28 Apr 2024
Friendly staff. Clean and quiet .Parking remote from property in car park. Very good proximity to attractions.
by A verified traveler
Posted 27 Apr 2024
Excellent!
Highly recommended
Comment from Hotel Management
29 Apr 2024 by The Guest Relations Team, Hotel Management
Dear James,Thank you for the fantastic rating and for choosing The Grand for your stay in York. I'm truly pleased to hear that we were able to exceed your expectations and deliver a memorable experience.We look forward to welcoming you back in the future. When you return, perhaps you'd like to experience our award-winning Afternoon Tea at The Rise, offering a delightful selection of savoury and sweet treats that perfectly complement the stunning views over the city.With my kindest regards,Scarlett Percival,The Guest Services Team
by A verified traveler
Posted 26 Apr 2024
My mum and I stayed here for a mini break and had the most wonderful time. The room was spacious and light, the staff were so kind and the service was impeccable. Thank you
Comment from Hotel Management
27 Apr 2024 by Guest Relations Supervisor, Hotel Management
Dear Susan,Thank you for choosing The Grand for your mini break with your mum, and for taking the time to leave such a lovely review. I am delighted to hear that you both had a wonderful time and that the spaciousness and brightness of your room, along with the kindness of our team and impeccable service, made your stay memorable.For your next visit, perhaps you and your mum would enjoy a relaxing day at our Spa. It’s the perfect place to unwind and enjoy some tranquil moments together.We look forward to welcoming you back to The Grand for another delightful experience.Kind regards,Dylan CottrillGuest Relations Supervisor
by A verified traveler
Posted 22 Apr 2024
Needs upgrading, rooms are dated, and do not function properly. Broken toilet flush hanging off the wall, old pipes making rattling noises all night kept us up. Carpets are stained and dusty. Spa is inadequate and not worth the money. Queuing to use the spa facilities at a five star hotel is disgraceful. Staff in the spa are incompetent and incredibly rude!
Comment from Hotel Management
27 Apr 2024 by Guest Relations Supervisor, Hotel Management
Dear Parveen,Thank you for taking the time to provide feedback on your stay at The Grand. I sincerely apologise for the issues you encountered, which clearly did not meet the high standards we strive to uphold for all our guests.I am concerned to hear about the condition of your room and the experiences you had with our spa facilities and staff. Please be assured that we take your comments seriously and will address these issues directly to ensure they are rectified.We are committed to providing an exceptional experience to all our guests, and your feedback is invaluable in helping us improve. I hope we have the opportunity to restore your faith in The Grand by providing a truly exceptional experience on your next visit.Kind regards,Dylan CottrillGuest Relations Supervisor
by A verified traveler
Posted 22 Apr 2024
Very traditional hotel. Service impeccable. The doormen were my favourite
Comment from Hotel Management
22 Apr 2024 by The Guest Relations Team, Hotel Management
Dear JulieThank you for taking the time to share your feedback following your recent stay at The Grand. We're delighted to hear that you appreciated the traditional charm of our hotel and that you found our service to be impeccable.Our team takes great pride in delivering exceptional service to our guests, and it's wonderful to hear that our doormen made a particularly positive impression on you. They are indeed an integral part of our team, ensuring a warm welcome and seamless experience from the moment you arrive.We hope to have the pleasure of welcoming you back to The Grand soon. If there's anything more we can do to enhance your experience during your next visit, please don't hesitate to reach out to us.Kind regardsGunillaThe Guest Services Team
by A verified traveler
Posted 21 Apr 2024
Lovely grand hotel, nice bar with live singer. Staff were all very friendly. Would definitely stay here again.
Comment from Hotel Management
22 Apr 2024 by The Guest Relations Team, Hotel Management
Dear ColinThank you for your lovely review! We're delighted to hear that you enjoyed your stay at The Grand and that you found our hotel to be charming. Our live singer in the bar adds a touch of elegance to the ambiance, and we're pleased that you enjoyed the experience.We take great pride in our friendly and attentive staff, and it's wonderful to hear that they made your stay even more enjoyable. We look forward to welcoming you back for another delightful stay in the future. Should you need anything at all in the meantime, please don't hesitate to reach out to us.Kind regardsGunillaThe Guest Services Team
by A verified traveler
Posted 19 Apr 2024
Hotel was very nice but just be careful when they take a £50 deposit from debit/credit card, which is refunded about 6 days later.
Comment from Hotel Management
21 Apr 2024 by Guest Relations Supervisor, Hotel Management
Dear Paula,Thank you ever so much for your review and for choosing The Grand for your stay in York. I am glad to hear that you found our hotel very nice.Regarding the deposit, I appreciate your feedback and understand the concern about the timing of the refund. This is a standard procedure intended to cover incidental charges during your stay, and we strive to process refunds promptly once all accounts are settled. However, I acknowledge that the wait can be inconvenient and we are continually looking for ways to streamline our processes for our guests’ satisfaction.We look forward to the opportunity to welcome you back and provide an even more seamless and enjoyable experience.Kindest regards,Dylan CottrillGuest Relations Supervisor
by A verified traveler
Posted 16 Apr 2024
Staff are wonderful
by A verified traveler
Posted 16 Apr 2024
Great hotel! The staff are wonderful - very friendly, helpful and efficient.
Comment from Hotel Management
18 Apr 2024 by Guest Relations Supervisor, Hotel Management
Dear Geoffrey,Thank you for your wonderful review and for choosing The Grand for your stay in York. I am thrilled to hear that you found our hotel great and our team's friendliness, helpfulness, and efficiency particularly noteworthy.We look forward to welcoming you back and ensuring your next stay is as enjoyable as the last.Kind regards,Dylan CottrillGuest Relations Supervisor
by A verified traveler
Posted 13 Apr 2024
The rooms are large, clean and nicely decorated. The staff are very friendly. However, our room was very noisy. We could hear constant noise from the street and hotel corridor, making it difficult to sleep. The taps in our toilet and shower were both broken when we arrived, so we couldn't get a hot shower on the first morning. However, the issue was fixed quickly, when we made staff aware.
Comment from Hotel Management
18 Apr 2024 by Guest Relations Supervisor, Hotel Management
Dear Laura,Thank you for taking the time to review your stay at The Grand. I am pleased to hear that you appreciated the size, cleanliness, and décor of our rooms, as well as the friendliness of our team.However, I sincerely apologise for the discomfort caused by the noise and the initial issues with the taps in your room. I am glad that our team was able to resolve the plumbing issues promptly, but I regret that these aspects impacted your overall comfort and sleep quality.We are continually looking to improve our guest experience, and your feedback is invaluable to us. We hope to have the opportunity to welcome you back and provide a more serene and flawless experience, reflecting the high standards we aim to maintain.Kind regards,Dylan CottrillGuest Relations Supervisor
