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Reviews of Best Western The Grand Hotel Hartlepool

3 out of 5
Best Western The Grand Hotel Hartlepool
Swainson Street, Hartlepool, England

Reviews

7.4

Good

Rating 10 - Excellent. 47 out of 203 reviews" "
Rating 8 - Good. 87 out of 203 reviews" "
Rating 6 - Okay. 39 out of 203 reviews" "
Rating 4 - Poor. 17 out of 203 reviews" "
Rating 2 - Terrible. 13 out of 203 reviews" "

8.0/10

Cleanliness

8.4/10

Staff & service

6.4/10

Amenities

6.8/10

Property conditions & facilities

6.6/10

Eco-friendliness

Reviews

6/10 Okay

Carmelo

Stayed 1 night in Feb 2024

6/10 Okay

Verified traveller

Liked: Staff & service
Disliked: Property conditions & facilities
Stayed 1 night in Mar 2020

8/10 Good

Gary

Liked: Cleanliness, staff & service, property conditions & facilities, room comfort
Stayed 1 night in Mar 2020

6/10 Okay

David

Liked: Cleanliness, property conditions & facilities, room comfort
On arrival met by a friendly and helpful member of staff. The room was a good size but unfortunately looked out into the hotels back yard which was a complete mess. The window didn’t seal well so it was quite noisy. The Indian restaurant downstairs was excellent and highly recommended. Again unfortunately we didn’t sleep well due to being right above the reception and noise from banging doors, loft and stairwell noise.
Stayed 1 night in Mar 2020

4/10 Poor

Gary

Business traveller
Disliked: Cleanliness, property conditions & facilities
Very noisy room, above fuction room.
Room was located above a function room, sounded like the DJ was in my bathroom. Very noisy from 6pm until after midnight. When i complained i was told that i should have been told about the function but was also informed that customers are rarely every informed. Would bot stay here if you are looking for a decent night sleep.
Stayed 1 night in Mar 2020

2/10 Terrible

John

Business traveller
Disliked: Property conditions & facilities, room comfort
The grand damp hotel
The pictures are not what the hotel is like.Empty building cold no welcome feeling Breakfast is not worth it box of cornflakes croissant And a tea and the room is empty and cold with damp parts . Not a thing grand about this hotel
Stayed 1 night in Feb 2020

8/10 Good

Chris

Travelled with group
Liked: Cleanliness, staff & service, property conditions & facilities, room comfort
Nice stay
Hotel was nice enough for what we needed. Service was good, parking was good and the breakfast was nice.
Stayed 1 night in Mar 2020

8/10 Good

Richard

Liked: Cleanliness, staff & service
Disliked: Room comfort
Stayed in Hartlepool for a short break booked the Hotel as an attempt as an upgrade from the Travelodge. Staff were great, breakfast was great. The room looked ok from a distance, the bed you spent the night as if you were on the edge of a pit, trying not to fall in, didn't sleep very well, manager if you read this, change the bed. Bathroom was clean one of the two sinks didn't drain which we reported. Lady in the breakfast room was great and the cooked breakfast was very nice. Been to Eastern Europe recently and been spoilt by there overall better hotels.
Stayed 1 night in Mar 2020

10/10 Excellent

Peter

Travelled with family
Liked: Cleanliness, staff & service, property conditions & facilities, room comfort
Spent two nights, excellent service throughout.
Stayed 2 nights in Feb 2020

10/10 Excellent

Robert

Liked: Cleanliness, staff & service, property conditions & facilities, room comfort
Good value hotel.
Lovely old hotel with excellent service. Great restaurant below and proper beer prices at the bar.
Stayed 1 night in Feb 2020

10/10 Excellent

Brenda

Liked: Cleanliness, staff & service, property conditions & facilities, room comfort
Stayed 1 night in Feb 2020

6/10 Okay

Verified traveller

Business traveller
Liked: Staff & service
Disliked: Property conditions & facilities, room comfort
The staff were friendly and the food in the Indian restaurant based within the hotel was very good. However the rooms are tired with a musty smell. The radiators don’t seem to turn off and the windows do not open which means the room becomes too warm.
Stayed 1 night in Feb 2020

8/10 Good

Verified traveller

Business traveller
Liked: Staff & service
Great staff, very friendly and helpful and even upgraded my room for the night to a double. Which was lovely. Credit to the hotel! The hotel it’s self is dated and in need some some Renovating. I would still stay here though for the odd night when needed. The only negative I would say was my room wasn’t very very clean as there was spiders cobwebs handing all around the suspended ceiling tiles which was a concern. But i slept great.
Stayed 1 night in Jan 2020

8/10 Good

Verified traveller

Liked: Cleanliness, staff & service, amenities
Stayed 6 nights in Jan 2020

8/10 Good

Verified traveller

Travelled with family
Liked: Cleanliness, staff & service, property conditions & facilities, room comfort
Lovely
Lovely old building staff extremely helpful
Stayed 1 night in Jan 2020
Response from Tanya on 8 Mar 2020
Thank you for taking the time to leave us a review, we hope to welcome you again in the future.

10/10 Excellent

Tim

Business traveller
Liked: Cleanliness, staff & service, property conditions & facilities, room comfort
Stayed 1 night in Jan 2020

8/10 Good

Jackie

Liked: Cleanliness, staff & service, property conditions & facilities, room comfort
Really nice pleasant helpful staff. Would stay again
Stayed 1 night in Dec 2019

8/10 Good

Ken

Business traveller
Liked: Cleanliness, staff & service, property conditions & facilities, room comfort
Stayed 4 nights in Dec 2019
Response from Tanya on 1 Jan 2020
Good evening, Thank you for taking the time to leave us a review we really appreciate the feedback and its nice to hear that you enjoyed your stay. We hope to welcome you to The Grand again in the future and wish you well for the new year ahead. Kind Regards

8/10 Good

David

Liked: Cleanliness, staff & service, property conditions & facilities, room comfort
good room
Had some bad reviews but I found everything was ok for us, good room size, room to store clothes etc. hot shower, clean and good service ffrom all staff.
Stayed 5 nights in Dec 2019
Response from Tanya on 21 Dec 2019
Thank you for taking the time to leave a review it is great to hear that you enjoyed your stay with us and we hope to welcome you again in the future. Kind Regards Tanya

8/10 Good

Toby

Liked: Cleanliness, room comfort
Stayed 1 night in Dec 2019

10/10 Excellent

Steven

Liked: Cleanliness, staff & service, property conditions & facilities, room comfort
Stayed 1 night in Dec 2019
Response from Tanya on 17 Dec 2019
Thank you so much for leaving a review we are pleased to hear you enjoyed your stay with us and we hope to welcome you back in the future.

8/10 Good

Caroline

Business traveller
Liked: Cleanliness, staff & service, property conditions & facilities, room comfort
Stayed 1 night in Dec 2019
Response from Tanya on 17 Dec 2019
Thank you for taking the tie to leave a review we appreciate the feedback.

8/10 Good

John

Travelled with group
Liked: Cleanliness, staff & service, property conditions & facilities, room comfort
Great stay sports in bar
Great stay all good
Stayed 1 night in Nov 2019
Response from Tanya on 17 Dec 2019
We are pleased you enjoyed your stay with us here at the Grand and we appreciate your feedback.

4/10 Poor

Verified traveller

Liked: Cleanliness, staff & service, property conditions & facilities
Disliked: Amenities
Stayed 1 night in Nov 2019
Response from Tanya on 17 Dec 2019
Thank you for taking the time to leave a review, we are very sorry that you did not have an enjoyable experience and hope that we are able to improve on this for you in the future.

4/10 Poor

Brian

Stayed 1 night in Nov 2019

6/10 Okay

Jason

Business traveller
Liked: Staff & service
Stayed 1 night in Nov 2019
Response from Tanya on 17 Dec 2019
We are so sorry that your stay with us did not meet your expectations and can only apologise for problems you incurred. I hope that you will stay with us again and give us a chance to improve on our service to you.

4/10 Poor

Jason

Business traveller
Liked: Staff & service
Disliked: Cleanliness, property conditions & facilities
Stayed 1 night in Oct 2019

6/10 Okay

Emma

Liked: Staff & service
Shocking
A poor service in a meant to be luxury hotel.. shower door was broke so i had to fix it myself, bathroom door wouldn't close. Not only this, expected a double bed not 2 singles pushed together. It was also very noisy as work was going on through the night and we weren't made aware of it.
Stayed 1 night in Oct 2019
Response from Tanya on 2 Nov 2019
Good evening, We are very sorry to hear that we did not meet your expectations during your recent stay with us at The Grand, we greatly value guest feedback as this helps us to improve in the future. We can only apologise that you were disturbed during the night although unsure as to why as we have no work going on in the hotel at the moment and can only assume it was noise for outside or possibly a function in the hotel. Most of our beds are zip and link so that they can be separated or put together dependant on the guest requirements, however we would have been more than happy to move you if there had been availability as we want all of our guests to have the best possible experience when staying with us. We hope that we can welcome you again in the future and improve on our service. Kind Regards Tanya Reception

8/10 Good

Verified traveller

Travelled with group
Liked: Cleanliness, staff & service
The location was great, altough a little noisy as it faced a bus stop used by late-night tevellers. The room was spacious, as was the bathroom. Staff were very friendly and breakfast was excellent. The decor is a little tired and the roof was leaking above the stairs. However, this didn't spoil our stay.
Stayed 2 nights in Oct 2019
Response from Tanya on 29 Oct 2019
Thank you for taking the time to leave us a review, we value your feedback and it helps us to know what we can improve on in the future. It is lovely to hear that you enjoyed your stay with us and we hope to welcome you again in the future. Best Regards Tanya Reception

6/10 Okay

Verified traveller

Travelled with partner
Liked: Cleanliness, staff & service
The room was nothing like on the pictures room was clean and close to the shops
Stayed 1 night in Oct 2019

8/10 Good

Mr stephen

Liked: Cleanliness, staff & service, room comfort
Stayed 1 night in Oct 2019

6/10 Okay

Verified traveller

Travelled with family
All a bit run down and definitely not as described on the website.
Stayed 2 nights in Sep 2019
Response from Tbh on 2 Oct 2019
Thank you for taking the time to leave us a review, we value all feedback as this helps us moving forward. We are sorry the hotel did not meet your expectations and hope that during a future stay we can improve on that.

6/10 Okay

keith

Business traveller
Liked: Staff & service
Disliked: Property conditions & facilities, room comfort
Not great
Really disappointed, booked a superior room based on the images and it was nothing like that. We were prompted to book here as they had an award winning Indian restaurant which we were informed at check in closed a year ago. The images need to be updated.
Stayed 1 night in Sep 2019

8/10 Good

Ms P S

Liked: Cleanliness, staff & service, property conditions & facilities, room comfort
Stayed 1 night in Sep 2019
Response from tbh on 2 Oct 2019
Thank you for taking the time to leave us a review and we look forward to welcoming you back in the future.

10/10 Excellent

Adam

Liked: Cleanliness, staff & service, room comfort
Overnight stay
We stayed here for after a night out so never really used anything bar the bar and the bed. Bed was big and comfortable, overall clean but dated but for a hotel in the centre of town for this cheap. Overall I'd go back to the Grand
Stayed 1 night in Sep 2019
Response from Hannah on 25 Sept 2019
Good Evening Adam, Please accept our thanks for taking the time to leave us a review, we rely upon customer feedback to enable us to constantly improve upon the service we provide to guests. We are pleased that you enjoyed your stay and look forward to welcoming you again in the future. Best Regards

10/10 Excellent

Ian

Liked: Cleanliness, staff & service, property conditions & facilities, room comfort
Relaxed and comfortable hotel room, food was good too,
Stayed 1 night in Sep 2019
Response from Hannah on 25 Sept 2019
Good Evening Ian, Many thanks for your kind review. We will pass your compliments on to the tam in the kitchen and look forward to welcoming you again if you are ever in the area. Best Regards

6/10 Okay

Peter

Business traveller
Disliked: Property conditions & facilities
Middle of town small car park
Stayed 1 night in Sep 2019
Response from Hannah on 25 Sept 2019
Good Afternoon Peter, Many thanks for taking the time to leave us a review. Due to our town centre location, our car parking spaces are limited, however, we do have use of the council office car park adjacent to the hotel (during their closed hours) which does allow us to offer extra spaces overnight and over the weekends. We do hope you will stay with us again if you are ever in the area. Best Regards

10/10 Excellent

mel

Liked: Cleanliness, staff & service, property conditions & facilities, room comfort
Welcoming reception and friendly staff.
Stayed 1 night in Sep 2019
Response from Hannah on 19 Sept 2019
Thank you so much for taking the time to leave us a review. We rely upon guest feedback to ensure we can provide the same high level of service you received to all of our future guests. We are pleased you enjoyed your stay and hope you will visit us again in the future.

8/10 Good

Phill

Liked: Cleanliness, staff & service, room comfort
Stayed 2 nights in Sep 2019

2/10 Terrible

L J

Disliked: Cleanliness, staff & service, property conditions & facilities, room comfort
Never again!
The bedroom was smelly, the bedding was smelly, the carpet was so dirty and stained I put my shoes on to walk on it. The carpet was rucked and threadbare and seriously stained and dirty. I had to run the water for 20 minutes before it came through hot!
Stayed 1 night in Aug 2019
Response from Hannah on 11 Sept 2019
Thank you for taking the time to leave us a review. All feedback is important to us as it helps us to continuously improve upon the services we provide to our guests. We are very sorry that we did not meet your expectations during your stay with us.

10/10 Excellent

Verified traveller

Liked: Cleanliness
The property had free parking on a weekend and after 6pm next to location 👍 Cost was about right for facilities near town centre. Served its purpose to meet friends who has a boat in harbour 👍
Stayed 1 night in Aug 2019
Response from Hannah on 11 Sept 2019
Thank you for taking the time to leave us a review. All feedback is important to us as it helps us to continuously improve upon the services we provide to our guests. We are pleased you enjoyed your stay and hope you will stay with us again if you are ever in Hartlepool.

10/10 Excellent

Verified traveller

Liked: Cleanliness, staff & service, amenities, property conditions & facilities
Stayed 2 nights in Aug 2019
Response from Reception on 28 Aug 2019
Thankyou for your kind review, we look forward to you staying with us again.

4/10 Poor

Christina

Business traveller
Liked: Cleanliness
Disliked: Property conditions & facilities, room comfort
Stayed 2 nights in Jul 2019

10/10 Excellent

Verified traveller

Liked: Staff & service
Stayed 1 night in Aug 2019
Response from Bethan on 8 Aug 2019
Thankyou very much for your review, its great to know your expectations were met. We hope to see you again soon.

2/10 Terrible

Sam

Liked: Room comfort
Disliked: Staff & service, property conditions & facilities
Stayed 1 night in Jul 2019

8/10 Good

Clare

Travelled with family
Liked: Cleanliness, staff & service, room comfort
Stayed 1 night in Jul 2019
Response from Bethan on 30 Jul 2019
Thankyou for your review, we are pleased to hear you enjoyed your stay with us and hope to see you again soon.

6/10 Okay

Andrew

Business traveller
Liked: Cleanliness, staff & service
Stayed 1 night in Jul 2019

8/10 Good

Maurice

Business traveller
Liked: Cleanliness, staff & service, room comfort
Good hotel, in touch with the past.
A pleasant stay in a good and fairly inexpensive hotel. This hotel clearly has its roots “back in the day” when hotels were grand. I can imagine a time when you would have been thought of as doing well to visit this place. I stayed for 2 nights on business with very little to complain about. It’s old and a bit tired in places but is very spacious and in a good central location. It clearly has had some recent investment into the facilities and appearance. Staff are very friendly and helpful. If you are happy with “simple” the bar was good too. A sports bar with a flavour of Hartlepool and of some of their proud sporting heroes. No complaints at all.
Stayed 2 nights in Jul 2019
Response from Bethan on 30 Jul 2019
Thankyou for your review, we are pleased to hear you enjoyed your stay with us and hope to see you again soon.

8/10 Good

chris

Business traveller
Liked: Cleanliness, staff & service, property conditions & facilities
Disliked: Room comfort
Stayed 1 night in Jun 2019
Response from Bethan on 30 Jul 2019
Thankyou for your review, we are pleased to hear you enjoyed your stay with us and hope to see you again soon.

4/10 Poor

Keith

Liked: Room comfort
Disliked: Cleanliness, property conditions & facilities
Avoid it like the plague!
Very tired hotel, well past its prime. TV was broken and there was a "substance" on the net curtain and wall that looked as if it had been coughed up by someone with a chest infection. The staff were pleasant enough and changed my room... very big if them!
Stayed 2 nights in Jun 2019
Response from Bethan on 8 Aug 2019
I'm sorry to hear we didn't meet your expectations, hopefully the staffs efforts to remedy the issues you encountered helped you have a more pleasant stay. We will continue to work to improve the hotel and hope you will consider us again in the future.