Grange Hotels

Stayed one night when on business and left items in room on checking out. Contacted City Grange Hotel to inform them asked for items to be returned and that I would pay postage. Received an email stating there was no record of my stay. I emailed back with proof and then the story changed. Hotel denied there was anything left in the room. I would avoid this hotel like the plague as they clearly have untrustworthy staff!

the letter:

Thank you for booking at Grange City Hotel.

I regret to inform you, we are not able to accommodate your request, as Grange City Hotel is fully booked in Rooms with sofa beds, or twin beds.
Also you have booked for double occupancy, therefore, the maximum occupancy of each of your rooms is 2.
Should you require any further assistance, please do not hesitate to contact us.
Kind regards.
Reservations Team

As I understood if they could not provide me with my request they must cancel it as they could not meet my expectations .

Just on booked day I have received a message that they very happy to see me soon, I was shocked as was 100% sure the hotel was canceled. I paid for another hotel to celebrate the NYear time with my family just stright after their regret letter. So Grange Hotel charged me nearly 拢600 and I even could not buy a good bottle of champagne to meet 2019 as my budget was robbed with Grange City Hotel.

Nothing else to say , but I am happy at least I did not stay in there full the booking as their attitude to their customers is visible even from the situation .
Think twice if you wish to stay at their hotels as they seem just like a chain of cheap canteens.

By way of context, I stay in hotels all the time for business. The Vincent Square hotel was modern, clean and tidy but small. Staff were very keen and hardworking but they lacked a customer journey focus which is a management and training fault that was pervasive. That said, when I complained they immediately took corrective action but of course you shouldn鈥檛 need to complain. For just a few examples, we were sitting in the lounge enjoying a prime time evening drink when someone decided that this was the right time to vacuum the carpets! We ordered a light snack in the bar after first checking on timing as we needed to be somewhere soon and it took over 40 minutes to prepare and despite being good, we didn鈥檛 enjoy it due to having to rush. Our room door was next to a storage cupboard and someone left a huge sack trolley outside our door and we couldn鈥檛 get out of our room without calling for help. Breakfast was continuously waiting for hot food as something had always run out rather than someone taking proactive action to warn chief when something was depleted, indeed they seemed to wait until it was gone before telling chief and hence a delay waiting for it to be cooked by which time something else had run out! Also the plates were cold and I had to ask for a teaspoon and milk for my coffee. Additional minor detail such as being told that its self-service and searching for a toaster to find that you have to order toast. Rooms had funky modern lighting which was cool in theory but when you turned them off you couldn鈥檛 find the switch in the dark to turn them on and if you are in the bathroom being still the lights can go out on you and they come on automatically so you cant sneak in at night without waking your partner. You also had to climb quite high over the edge of the bath and a rail for the shower cubical and I stubbed my toe despite being tall, fit and agile, there is no way my dad could have got into this which you have to do to reach the towels. Lots of great raw materials and building assets to make a great hotel but falling short on a lot of detail in terms of the customer journey.

My family and I stayed at the Grange Hotel in Bracknell (London), for two days. I was very impressed indeed, the service and staff of this hotel were extremely accommodating, the food service was brilliant, could eat at the restaurant or order room-service( which was great). they even covered my car park fees for the two days.. brilliant customer service.

The grange were ok actually……. I stayed there for two nights. The only problem was that there were no bellboys to assist me with my luggage.
My partner thought the room was spotless and the staff were helpful with amenities.

I had my wedding reception with 400 people here. Came back year later, was treated very poorly. Gave them 2nd chance and have booked in on Saturday. Again they don't seem interested in past experiences they couldn't care less. Very poor management.

The fire alarm went of two times while we were in the room, and the reception told us on the phone they were investigating and it was fine. We went down to the reception after a third time with the fire alarm and they told us the same thing. When we asked what to do or where to go they told us we could go and wait whereever we wanted – even in our rooms! The fire alarm went off a fourth time while we were in the reception. We were never evacuated! No one from the staff seemed to care or interested. Plenty of hotel guests waited in the lobby with no answer. How is it possible for such a big hotel, with so many people to not be able to evacuate? Even if it was a false alarm? They had no routine what so ever. I hope there never will be a real fire cause the staff didn't seem to know what to do.
Very disappointed when you think about how big the hotel is and how many staff members they have, not to mention hotel, bar and restaurants guests.

Avoid the spa … Offers 1 hour pedi but only provides 30 minutes and still charge full price. Hotel Director agreed that staff lied to us but promised to call back about refunding but has not bothered! Avoid this Hotel