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  5. Reviews of Best Western The Grand Hotel Hartlepool

Reviews of Best Western The Grand Hotel Hartlepool This rating is a reflection of how the property compares to the industry standard when it comes to price, facilities and services available. It's based on a self-evaluation by the property. Use this rating to help choose your stay!

Swainson Street, Hartlepool, TS24 8AA, United Kingdom

#6 of 7 hotels in Hartlepool

Guests' Choice

Review Score

Based on 20 hotel reviews

7.0

Score breakdown

  • Cleanliness

    7.5

  • Comfort

    8.2

  • Location

    8.3

  • Facilities

    7.0

  • Staff

    8.2

  • Value for money

    7.4

  • Free WiFi

    7.5

Verified guest reviews from real Bookers

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Showing 1 - 20

  • Reviewed: March 23, 2024

    6.0
    Pleasant
    • Business trip
    • Family with young children
    • Standard Double Room - Non-Smoking
    • Stayed 1 night
    • Submitted from a mobile device

    Room was cold

    There was a bar.

    Stayed in March 2024

  • Reviewed: March 21, 2024

    7.0
    Good
    • Business trip
    • Family with young children
    • Superior Double Room - Non-Smoking
    • Stayed 1 night
    • Submitted from a mobile device

    Parking is an issue

    Stayed in March 2024

  • Reviewed: March 19, 2024

    8.0
    Excellent, and far better than Premier Inn
    • Leisure trip
    • Solo traveler
    • Standard Single Room - Non-Smoking
    • Stayed 2 nights
    • Submitted from a mobile device

    Nothing comes to mind

    Breakfast to order was great, but very small plates!

    Stayed in March 2024

  • Reviewed: March 14, 2024

    7.0
    Ok but left a sour taste really. Staff issues and a few minor issues that can be rectified easily.
    • Leisure trip
    • Family with young children
    • Standard Double Room - Non-Smoking
    • Stayed 1 night

    Staff working Saturday were a joke. Very unprofessional, dressed like chavs and were a little to be desired. Bedroom window wouldn't close as the screws used to fix it closed weren't secured properly which meant the suite was freezing until we dealt with it. Tv didnt work as didn't the hair dryers. Also, useless staff on Saturday who allegedly booked us in as the check in software didn't work, didn't book us in properly so we weren't actually checked in. Moving forward, staff has to be well dressed, on it and ooze professionalism.

    Beautiful building thats been brought back to life and facilities were great.

    Stayed in March 2024

  • Reviewed: March 14, 2024

    7.0
    Good
    • Business trip
    • Family with young children
    • Superior Double Room - Non-Smoking
    • Stayed 1 night
    • Submitted from a mobile device

    Lift wasn't working so had to take luggage up 4 flights of stairs. Third floor still being renovated and screened off. Problem with no hot water although offered free breakfast to compensate. Can be difficult to get in through hotel doors as locked and when receptionist is not working its up to the staff at the bar to come round. Inside buzzer doesn't work at the bar and if it's busy it's quicker to walk round and go through bar. Not great if your checking in with luggage as the steps are quite steep.

    Rooms are much cleaner and have been refurbished. Staff are all very friendly and happy to help with any issues or queries. Breakfast is 100% improved to when I last stayed (3 years ago).

    Stayed in February 2024

  • Reviewed: March 7, 2024

    8.0
    Great stay
    • Leisure trip
    • Solo traveler
    • Standard Single Room - Non-Smoking
    • Stayed 1 night
    • Submitted from a mobile device

    Only thing in room there was no glass ,id booked single room my freind had booked twin room and both rooms had no glasses ...

    The breakfast was really good you actually got served at table for cooked ,coffee or tea

    Stayed in March 2024

  • Reviewed: February 22, 2024

    8.0
    Very Good
    • Leisure trip
    • Travelers with friends
    • Standard Twin Room - Non-Smoking
    • Stayed 1 night
    • Submitted from a mobile device

    Nothing

    Staff were superb, very helpful and freindly.

    Stayed in February 2024

  • Reviewed: February 16, 2024

    7.0
    Hartlepool - on the way up!
    • Business trip
    • Solo traveler
    • Standard Single Room - Non-Smoking
    • Stayed 2 nights

    Only recently re-opened, the hotel is undergoing ongoing refurbishment- which meant tradesmen were working in and outside the building….including rolls of new carpet on the stairs, deliveries and various rooms/ floors out of action. Also, there is no working lift at the moment, which could be tricky for a lot of guests climbing multiple flights of stairs with luggage. The rooms are fine and roomy, but some have older fittings (taps/ locks), and the shower water pressure was poor….and not exactly hot. My friend’s room was the same. Parking could be an issue in the future, as there seems to be only a few spaces considering the size of the place - I didn’t move my car deliberately so. We also had issues getting back in the hotel (both nights)- which culminated in me having to phone reception several times as there was no-one around. It’s good to know the place is secure, but I was worried we wouldn’t get back in at one point. I almost didn’t write this, as I know it’s a tricky balancing act, but feel these are issues that future guests need to consider. There were other minor niggles I’m not going to list. However, it wasn’t exactly cheap, and the hotel certainly isn’t the finished product at the moment as seems to be advertised. I wish the hotel every good fortune, and hope for future success for Hartlepool - it’s a great place.

    It’s great to see this place up and running again - it’s a stunning building and the original features really stand out. The room was clean and comfortable, and staff were friendly, helpful and dealt with a room issue promptly and professionally. This place is potentially a great place to stay. The location is perfect for the centre of Hartlepool, parking is free, and I really enjoyed my stay in this part of the world.

    Stayed in February 2024

  • Reviewed: January 28, 2024

    6.0
    Given the price, it was relatively good value, but I would have preferred it to be comfortably warm.
    • Leisure trip
    • Couple
    • Standard Double Room - Non-Smoking
    • Stayed 1 night
    • Submitted from a mobile device

    The large bathroom had ceramic tiled floor and no radiator heating working. The water in taps was warm and not hot. The water from the shower was also warm, but only ran for a very short time, not sufficient to have a shower. The radiators in bedroom did not heat the room enough to be comfortable. This stay was in January when you would expect to have heating and hot water.

    The building had been refurbished, the bedroom was clean, and comfortable bed and good quality bed linen

    Stayed in January 2024

  • Reviewed: March 27, 2024

    4.0
    Low-quality stay in a central location
    • Business trip
    • Solo traveler
    • Superior Double Room - Non-Smoking
    • Stayed 1 night

    I was initially given a dirty room with unmade bed and rubbish in it. I then had to pass through the workers doing construction to get to my room. There was an odd smell throughout the hotel which was a little like sick. This may have been because you have to walk though a sports bar to enter the hotel. The breakfast was very poor (you had to pay extra for anything other than a cheap/poor quality fry-up or an omelette) and the coffee was awful - instant coffee with UHT milk. I even saw someone filling the juice with 99p juice carton in front of the visitors. There was a gap in the window of my room which let a draft in, and the bathroom was small and old-fashioned (in a bad way)

    The room had a comfortable enough bed, and there was a (not massive) tv. As nobody else was staying the hotel was quiet.

    Stayed in February 2024

  • Reviewed: March 11, 2024

    1.0
    Customer service poor
    • Business trip
    • Couple
    • Standard Double Room - Non-Smoking
    • Stayed 1 night
    • Submitted from a mobile device

    Old building Cold lobby Poor customer service Gave us wrong key to the room

    Nil

    Stayed in March 2024

  • Reviewed: February 23, 2024

    10
    Exceptional
    • Leisure trip
    • Couple
    • Superior Double Room - Non-Smoking
    • Stayed 1 night
    • Submitted from a mobile device

    I love the character of this hotel. Staff are really good. It's very clean and comfortable and in a great location.

    Stayed in February 2024

  • Reviewed: February 22, 2024

    3.0
    Beautiful hotel in chaos has great potential but presently under Basil fawlty regime.
    • Leisure trip
    • Solo traveler
    • Superior Double Room - Non-Smoking
    • Stayed 3 nights

    Lift inoperative, building works ongoing at time, fire alarm went off for no reason which then cut off heating and hot water. Left outside for 15 minutes at 21:40 hrs because doorman was occupied and doors automatically lock and dont have any guest access provision, upgrade or modification of rooms is more of a face lift than re fitting with many of the old fittings showing signs of wear, A strange policy of not being able to charge drinks to room, restaurant closed for re fit. Breakfast mediocre, room not cleaned for 1 of 3 night stay, General chaotic mismanaged organisation and staff struggling to provide basic service, iron didn't work in room and for some reason 2 hair dryers. on departure unable to pay back money left as guarantee for use of bar.

    The hotel building is a beautiful and elegant treasure with a prestigious past that can easily be turned around to re capture some of its former glory in modern setting.

    Stayed in February 2024

  • Reviewed: February 21, 2024

    4.0
    Disappointing
    • Leisure trip
    • Family with young children
    • Superior Double Room - Non-Smoking
    • Stayed 1 night
    • Submitted from a mobile device

    Dusty furniture, old breezy windows, no hot water, lift was out of order

    Lovely room and great location

    Stayed in February 2024

  • Reviewed: January 29, 2024

    10
    Exceptional
    • Business trip
    • Solo traveler
    • Standard Double Room - Non-Smoking
    • Stayed 1 night

    room was very good

    Stayed in January 2024

  • Reviewed: February 28, 2024

    8.0
    Very Good
    • Couple
    • Standard Twin Room - Non-Smoking
    • Stayed 1 night
    • Submitted from a mobile device

    There are no comments available for this review

    Stayed in February 2024

  • Reviewed: February 18, 2024

    7.0
    Good
    • Leisure trip
    • Family with young children
    • Standard Twin Room - Non-Smoking
    • Stayed 1 night
    • Submitted from a mobile device

    There are no comments available for this review

    Stayed in February 2024

  • Reviewed: February 11, 2024

    6.0
    Pleasant
    • Leisure trip
    • Solo traveler
    • Standard Double Room - Non-Smoking
    • Stayed 1 night
    • Submitted from a mobile device

    There are no comments available for this review

    Stayed in January 2024

  • Reviewed: January 31, 2024

    10
    Exceptional
    • Business trip
    • Solo traveler
    • Standard Double Room - Non-Smoking
    • Stayed 1 night
    • Submitted from a mobile device

    There are no comments available for this review

    Stayed in January 2024

Showing 1 - 20

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