Avoid at all costs - not up to 4 star standard
I was a returning guest of over 16 years and completed a week's stay at The Grand Hotel Torquay between 14-21 September.
Summary of Complaints
1. Unprofessional and Discourteous Treatment by Guest Relations
Treated discourteously by the Guest Relations Manager, who repeatedly contradicted my account regarding an incident involving my room safe, effectively suggesting that my account was inaccurate. The manner in which this matter was handled left me feeling that my concerns were being dismissed rather than investigated objectively.
2. Housekeeping Standards
During my stay I was advised that I would need to make my own bed when housekeeping were unavailable, involving putting a duvet inside a cover. A porter offered to help me, but I was told by the hotel that I asked the porter for assistance, which was not true. This is not a standard of service that any guest would reasonably expect from a hotel advertised as '4 star'.
3. Breakfast Payment Dispute
Although I had already paid for breakfast directly to the hotel, and was in possession of receipts proving payment, I was challenged at breakfast and asked to prove that I was not staying on a room-only basis.
4. Serious Checkout Billing Error
At checkout I was informed that I allegedly owed approximately £900, representing sums that had already been paid, together with an additional charge of approximately £200.
I held valid receipts and confirmation documents showing that:
• My accommodation had already been paid through Booking.com;
• Breakfast had already been paid directly to the hotel; and
• I had charged nothing to my room throughout my stay.
Any purchases made during my stay were paid for at the time of purchase.
The fact that such significant errors appeared on my account raises serious concerns regarding the accuracy of the hotel's billing and administrative procedures.
On check out the previous day, my friend experienced similar issues, as did a queue of people in front and behind him. Accurate records are just not kept and reception expect the guests to prove proof of payment time and time again.
5. Condition and Issues Within the Room
I experienced a number of room-related issues during my stay. The rooms are dirty and shabby and the showers are not fit for purpose. The hotel is not worthy of a 2 star, let alone a 4. I changed rooms once but they had me down as changing twice and on one occasion I was told by cleaners that Reception said that I was checking out earlier than my check out date, and then that I requested a second room move, which I didn't.
6. Failure to Adequately Handle My Complaint
The response to my complaints received from the General Manager, contained several spelling and grammar errors and failed to address each individual issue or offer reasonable compensation.
The staff need customer service training and the hotel needs a complete overhaul.
I would not recommend anyone stay here. There is no loyalty for returning guests and every complaint is challenged. The location is great, opposite the railway station, but, unfortunately, that is where the positives of this sad hotel end.