Best Western The Grand Hotel Hartlepool

Lokalizacja blisko muzeum Royal Navy! Klimatyczne wnętrza budynku. Miła i pomocna obsługa! Polecam

Bed was comfortable, staff were very welcoming and friendly

Minimal parking , no restaurant for evening meal, apart from an India under the hotel.

Hôtel au charme fou ! Une plongée dans une époque révolue . Correctement rénové les lits sont confortables et la chambre est agréable.

Nous avons dû changer de chambre , la fenêtre ne s’ouvrait pas et avec deux chiens l air est indispensable ! Le petit déjeuner est pas top mais ça va !

There is no ramp off any sort to assists with suitcases or wheelchair users.

Cleanliness of all areas - staff were there for anything needed and happy to support.

Breakfast wasn't as good, hot food left out for a while but fresh eggs were made on request. Hot drink machine didn't work for hot chocolate but staff tried to resolve and did have an out of date yoghurt on display - was sorted quickly though.

Clean, friendly staff, lovely breakfast.

No aircon and room was far too hot. Heating was on in the middle of a heatwave

Comfortable room

No hot water to have bath or shower

It was clean

The facilities, shower screen rubber coming off , no cold water from the taps both shower and bath. It was very hot and I needed a cold shower . Only one window in the bathroom and the room was too hot even using the fan was pointless!

The manager and staff were very good

Insufficient staff. No disability access or accommodation not what I would expect from this type of venue.

Abomination, is the kindest word I could summon to describe this almost uninhabitable place. Upon arrival it felt haunted and outdated with a rickety lift and staff who were surprised we wanted to stay. I knew I was in for a treat when the door appeared to have been broken in numerous times. First night set the tone for the next 2 with an iron which perceived to rag over my clothes rather than gliding causing a burn in an 80 pound t shirt. And when the horrible night came to an end I could barely fall asleep past 6 o’clock in the morning due to the curtains being see through and waking up to a blinding sun. Due to the warm weather after my cricket match and a long day in the sun I was looking forward to a cold shower to cool me down yet to find out the Temparature dial was moulder and stuck on boiling hot preventing me to stand under the burning stream of hades for more than 5 seconds. And when it seemed like it couldn’t get much worse the entire shower door fell off and could have shattered my foot. Due to this after the shower the entire bathroom held seemingly more liquid than my nan’s fish pond. After the shower capitulated on me I carried the door down to reception in disgust just to be challenged by a worker of pure contentment and optimism that it can be fixed acting as if it was a normal occurrence, later yet I found the door balanced against the shower still disconnected. Overall I would have rather stayed on the lovely streets surrounding the hotel as the druggies substances may have eased my pain of putting up with the WORST western grand hotel.

Nothing

Property in need of renovation

Nothing

No water in shower dirty accommodations crewed shut windows no air con fan full of dust no breakfast available

The room was clean

The bed was absolutely tiny, I don't even think it was a double bed, we had a terrible night's sleep the size of the room would have fitter a king size bed or bigger. There was loud rave music at 2:30am, this sounded like it was coming from another room. It wasn't a budget price but we unfortunately felt it was a budget room.

Mould on the walls, no hot water, dripping toilet, carpet needed replacing, stuffy room, terrible breakfast.

Large rooms/beds. Luxury feel. Good breakfast.

They were having problems with the heating and hot water system.

I had a large room for the price paid.

The decor could do with a really good make over

The location was central and the bar area was clean. The woman on the front desk was very welcoming.

The hotel had the heating on in July (on a very warm day/night) making for a very uncomfortable sleep and we left so quickly after waking I actually left my coat - Our room had both duct taped and screwed closed windows and the fan provided very little respite when no fresh air or ventilation was possible. Internal windows were smashed near the lift and there was pooling dirty water by the main entrance which smelled awful as you walked in. This is not a 4 star hotel, it is a shame such an old and what could be a beautiful hotel is not being maintained. We won’t stay here again despite being regular visitors to the area to see friends.

Staff were very friendly and the bed was comfortable

Room not clean, blinds were broken, batteries exposed on the door, Instructions on parking need to be clearer.

The Location was great as next door to shopping centre and other amenities. Although the hotel’s main entrance is locked and guests need a key card to gain access, I was disappointed by what I felt was a lack of security during my stay. On the night my colleague and I were staying, the only staff member on duty informed us that there was an intruder in the hotel who had gained access to the room next door to mine. Naturally, this left me feeling extremely unsafe and frightened, particularly as the room was immediately adjacent to mine. The staff member explained that it was possible the individual had been given a key card by another hotel employee, which made the situation even more concerning. What was equally alarming was that there appeared to be no immediate attempt to contact the police. Before my colleague and I returned to our rooms, I had to ask the staff member to check both of our rooms to ensure the intruder was not inside. We were then advised to lock the door, put the security chain on, barricade the door if possible, and, if anyone managed to enter our room, to call 999. I found this advice to be completely unprofessional and inadequate. Rather than taking steps to resolve the situation, the responsibility for our safety seemed to be placed on us as guests. As a result, I spent the rest of the night unable to sleep, feeling anxious and constantly worried that someone might try to enter my room. I was also surprised that, despite being told my colleague and I were the only two guests staying on that floor, we had been allocated rooms several doors apart rather than close together. Given the circumstances, it would have made far more sense to accommodate us in neighbouring rooms. While I appreciate that the staff member was honest and kept us informed, this incident raised serious concerns about the hotel’s security procedures, emergency response, and overall commitment to guest safety. No guest should be left feeling this vulnerable or be advised to barricade themselves inside their room while an intruder remains in the building. I hope the hotel urgently reviews its key card management, security protocols, staffing levels, and procedures for responding to incidents like this to ensure future guests are kept safe.

I struggled to even enter the property as there was no one at the front desk to let me in. Once in I had to wait for checkin. The hotel is aged, carpets are dirty, blind in room was damaged, privacy screen in bathroom was falling off and radiators on in the room when it was 24degrees and the window barely opened - the room was very hot and sticky. No hot water on the day of arrival or next day - when flagging to the duty contact who was setting up breakfast advised that their had been no hot water over the weekend but none of this was divulged on arrival. When calling in later there was no confirmation that the issues had been resolved so cancelled additional days booking. Very poor customer service from the front desk and I have still to receive a refund for the cancelled days despite the manager confirming that this would take only a few days to process. I wont be going back....

Bathroom was outstanding, Good size, fully tiled, with a modern Look. Bed was very comfotable

Windows had been screwed shut so on a VERY hot evening and night had to sit in front of the electric fan supplied. The single room was clean and had a comfortable bed, but does need a modern refurbishing, the bathroom was so modern it felt it was attached to the room by mistake.

welcoming and staff helpful

Staff were friendly and the food was nice

Rooms were hot due to heating being on

Friendly staff, open feel to the place Bed very comfy

Unfotunately the heating can't be turned off The breakfast needs to be a bit higher quality. Very cheap sausages.

The location was pretty good for us, Mumbai Restaurant was excellent, food was delicious, staff were very nice,& attentive.

The Parking was a nightmare, arrived around 11,00, spaces allocated to Hotel were all taken, parked in Carpark adjacent to Hotel, rang the Council about a Permit, was told the Hotel could organise one, asked at reception, they didn't seem to know. They printed a note, to say to contact Hotel if any issues. Am fully expecting to recieve a ticket,for the few hrs we used car park. Eventually we managed to get in allocated space. Very surprised a huge Hotel does not supply adequate Parking, for the price of the stay, do not expect to pay additional Parking fees. 🫣

The room was cleaner than some other rooms that I saw before they were moved rooms due to wet beds from ceiling drips. Central location. Some of the staff cared enough to try but what was put on them wasn't fair so question marks over management guidence.

Not enough trained staff. No alarm with staff regarding the fact on a warm summers day the boilers were faulty causing the heating to be on, and unable to turn off as there wouldn't be any hot water apologies do nothing, get it fixed. Not enough stock at bars or further to the above lack of training comment a lack of awareness of what is and isn't acceptable regarding drink provision. Breakfast hot food left unattended for probably longer than it should've been before recycling it.

Disappointing hotel don’t waste your money. I like to leave honest reliable reviews. Arrived to a dirty dusty room windows screwed shut and heating on full and the weather was 26 degrees. Zero hot water so couldn’t shower and the provided fan was so dusty when you turned it on it filled the room with dust. Surfaces not wiped or cleaned. Breakfast was pathetic 1st night zero warm option available and no cups for warm drink or juice. Asked for cups and glasses to receive dirty fingerprinted cups and glasses. Asked about vegetarian options for the wife so over paid for toast and had no tables set or cleaned . 2nd day there was an apparent warm option which was cold complained to only person working in morning who said come back at 11 to see manager saw manager and he was beyond helpful asked to email complaint heard nothing. Been in the hospitality industry I’ve never known such a ridiculous letdown

friendly reception staff on arrival

The room stank of smoke. There was no hot water to have a shower or wash at the sink with

Lovely building, and great staff who made me feel very welcome and comfortable, the location is fantastic too, having a shopping centre next door, I'd definitely stay here again

Staff during the day were rude and the venue was understaffed in particularly for a wedding. Draft was off no gas, very little products in bars. Rooms were leaking water- heating was on full heat. Told that the heating couldn’t be turned down because the water would run cold. Limited staff on bars and reception. Waited best part of one hour for a drink, at least 30 mins for reception staff to appear. Richard and Diane were very pleasant during the evening and helpful for sure. Felt sorry for them running on such little resource. I finally got a dry room after the 3rd time lucky. This was a family room- very clean and tidy but disaster with the other 3 rooms

The staff is very nice

Window didn't open. Water pressure in shower was very low.

Location

Shower was poor Cold water was hot maybe because heatwave Window didn't open Light didn't work Took over 15mins for a member staff to even come to reception 18.00hr or so

Good quality breakfast.

Parking only available between 7pm & 7am and i was expecting 24hr. We had to move our vehicle twice to work around this. Shower in room was very poor. Had to go hunting around the hotel to find a member of staff to book us in and this was with other guests in tow lol. The price quoted i thought would have been inclusive of VAT but the hotel was not VAT registered.

The location

I had no hot water,

Historic hotel - with comfy clean room and welcoming staff.

A bit more variety for breakfast would be welcome!

Location

Too hot couldn’t open window

The breakfast was descussdin i have been to quite a few best western hotels in Scotland and England And this hotel falls well short of their standard

The staff the location the breakfast was actually very good - if you get a full size bed? they are comfortable

I booked a double room over a single and was given a room and bed that was only big enough for a fat baby, it was also extremely hot with no air conditioning, I did return to reception who changed the room for the one I feel I should have in the first place. The TVs are very old with limited smart functions

The location is in the city center

Hotel is old. The room was dirty the water in the shower had no pressure and there was no hot water. The sealing in the room was wet and the windows were not closing properly. The breakfast was very poor of choice. The whole hotel smells from the moist

I like bed

Shower a bit crap

Very impressive building inside and out full of history and lots of original character, beautiful looking building

As gorgeous as our room was the bed closest to the window could do with a new mattress, I ended up sleeping on top of the quilt for comfort

We absolutely loved our stay we were pleasantly surprised how good the hotel was… they provided iron, ironing board, hairdryer, room fan as it was warm … the breakfast was exceptional! Would definitely stay again … very clean and very big rooms with comfy beds

Bar could have been open longer

Loved the room, especially the sockets by the bed and one by a mirror to dry/straighten hair. Good bathroom too, clean sheets and towels.

Parking was difficult we couldn't find where we were supposed to park since their car park wasn't available. It took a while so we ended up paying in a pay and display. The breakfast wasn't great. Not enough staff, no porridge, the food wasn't restocked quickly enough. No fresh fruit available either. Not really as advertised but plenty good enough to get back on the road. The staff that were on duty were helpful.

The location was good.

My room hadn't been cleaned when I arrived so they upgraded me to a suite which was good, however the shower was cold and the curtains didn't close properly. The heating was on and it is summer so it was far too hot. The room also hadn't been cleaned properly, dust etc on floor by skirtings and on tables. Breakfast was not good and coffee was terrible.

The room 314 was quite small. There were no towel rails or hooks so where would one put their clothes and towels when using the shower? On the floor? Hotel was well located in a quiet area. The room was not cleaned properly with an empty tissue box. The carpet had bits of crumbs in the corner areas. Receptionist cannot move me to another room because the hotel was full.

The lication was handy, room good size.

Two cold showers! The room needdd a bit of TLC from maintenace.

Leaving.

Room was filthy, water luke warm and not even any toilet paper - disgusting. End of the bath was held together with tape! Bedside tables dirty.

Bed in room was tiny for two people

Location

Not applicable

First of all, staff are very friendly and helpful. However the actual hotel needs refurbishing and improving. The carpet in the room was stained and needs replacing. The bedding had some stains. Generally not that clean. No air conditioning, which I understand as it’s an old building, but no solutions to this such as a fan in the room. If they had fans in the room this would be better. Shower was leaking and the cold water tap in the sink ran warm water, even after leaving it a few minutes. Bed wasn’t that comfy. Breakfast was average, I wouldn’t get it again but it wasn’t bad. Limited free parking.

Everyone was really nice and helpful

Nothing to dislike - good deal and nice people who welcomed me at 1am after a long journey!

Beautiful building with a fair attempt at modernisation. Staff were amazing, so friendly, helpful, and knowledgeable about the building and the area. Provided an awesome dog bed for my little lad. He loved it.

The hotel sits in a pretty grim part of town, there were constant junkies hanging around, broken glass everywhere outside and 24/7 blue lights and sirens. The double bed was not big enough for 2 people, it was only slightly larger than a single bed. My partner fell out of bed every night.

Excellent staff, very friendly and helpful; definitely going the extra mile for their customers Very central location and a beautiful historic building

Cooked breakfast items weren't very warm

Room very clean.

Nothing, all good.

Very central and clean

The bar was supposed to be open but there were no staff so couldn’t have a drink! It’s such a shame as it’s a lovely bar area.

Location Reasonable

No hot water & no reception staff to report to upon checkout No response to emails & messages after stay to address this Noisy banging pipes/water system through night

Location was ideal. Breakfast was good except that there didn't seem to be sufficient quantities and the staff had to keep refilling the trays. There didn't seem to be sufficient staff on the second morning either.

Room was shabby, WiFi on TV was intermittent so this affected the ability to watch programmes. I am not that short but neither am I very tall, and I had to climb onto the window sill to open the window and stretch to reach the blind cord. Also the soap dispenser over the basin was positioned way too high. There was no information in the room about breakfast times and location, and I had a lot of problems with my key card. Finally, when I was leaving I passed the open door of the cleaner's store, and was shocked by the appalling state of the decorating: peeling paint and plaster, bare boards etc. The whole hotel was in need of an upgrade. Grand it ain't.

Bathroom wasn’t very clean and the light pull cord ceiling attachment was hanging down. Shower pressure was very poor. Carpet is in need of a deep clean.

A lovely old building near the station & the football ground

The rooms were a bit tired

Location

No hot water

It was very central

The room was such a poor standard and the bed was auful

Thank you gor making to bed room up for my friend wedding nightv

Location

It’s very tired and need lots of work to update. We had no hot water and was told this was a safety aspect but the water was just tepid even though there were several notices on the wall stating very hot water. Also there was lots of noise from the floor above that prevented us sleeping. We had stayed here several times before with no problems but this was a really bad experience and we also paid more than ever and it really wasn’t worth it

Friendly reception staff. The bed, even tho I slept horribly due to the sounds, was pretty comfy.

The windows are single glazing. You could hear EVERYTHING going on outside. The pipes made the same noise on the hour every hour. The bedding wasn't completely clean. The TV didn't work.

Such a beautiful building. The renovation is superb. The staff were extremely friendly and professional. Nice and comfortable room. Good breakfast. Dog friendly which is great! Amazing restaurant in the basement. Apart from the few below, I would definitely stay here again.

The water to the shower was cold- i'd read this on other reviews. As this was our only night, I braved it! Lamp broken, and a few things in the bathroom. Very few selection of drinks in the bar...no wine!

Great property location, easy to access, and friendly staff. Rooms good size, and quiet to the rear of the hotel.

Very limited car parking options, car park next to the property is owned by the council and not permitted to be parked in. On-street parking to front of property was available, but limited. Rooms could do with a little TLC to bring up to a good maintenance standard.

Everything

The staff that we saw couldn't have been better i am disabled and the help I got was over and beyond the hotel is situated in the center of town so great access to the beach the triconallee and the shops we will definitely come back thank you

There was nothing not to like

Staff... Upon arrival Thursday evening I parked on the car park next door and the reception asked where I parked. He said that is a car park they share with the council and the barriers will come down at 7am then will go back up in the evening. They will be up all day Saturday and Sunday but I'd I needed my car on the Friday I should move it. I said I will be in a training session on Friday and don't need my car as I will walk to the venue. I asked if it will be ok to still leave my car there because I don't need it on Friday and he replied yesterday, no problem just be aware the barriers are down as if you do need it you won't be able to. No worries. After coming back Friday evening there was a parking fine ticket! The same guy was on reception and he actually came and looked at my car to ensure it was on that specific car park and said he couldn't believe it as it never happened before. On my check out another member of staff was on reception and he said happens all the time!!! Very unhappy!! Also the room... Carpet not very clean and wall paper falling off. My friends room shower not working and couldn't open the window (they told him to use the fan as there should be one in the wardrobe). I don't think this hotel is going to last much longer and I certainly will not be using (no so) Best Western again

The bed was small, but of good quality.

The windows were screwed shut, the floors were squeeking, the shower had no pressure, breakfast was very limited not much choice for restaurants nearby.

Work often deposits me in hotels not of my choosing — a sort of professional lucky dip, though “lucky” is perhaps doing some heavy lifting. The Best Western Grand Hotel Hartlepool, I’m afraid to report, is less “grand hotel” and more “end-of-days holding pen.” On arrival, the receptionist appeared mildly surprised that I existed, let alone had a booking. My first room featured a television behaving like it had strong opinions about being watched, and a telephone that had opted out of public service altogether. Reporting the issue required the sort of initiative normally associated with polar expeditions. Room two was, if anything, more philosophical. It posed an interesting question: what is a bath without hot water? The answer, it turns out, is “decorative.” The bar was closed, which felt less like an inconvenience and more like a narrative choice. One half expected a distant door to creak open and something undead to shuffle through. By morning, the hotel had taken on the unmistakable air of a recently abandoned battlefield. Breakfast was technically present, but only in the way props are present in a school play. The cooked options looked as though they had been waiting for rescue for some time. I opted instead for a Weetabix, some milk, and half a cup of coffee of a thickness that suggested commitment rather than flavour. The shower was lukewarm — not aggressively so, just enough to keep hope alive before quietly withdrawing it. And yet — a glimmer. One heroic staff member (distinguished by a splendid ginger beard and an air of cheerful resilience) appeared to be running reception, breakfast, and possibly the national grid. Delightful, indefatigable… and entirely alone. Which, I suspect, is rather the point. This is what happens when you understaff a hotel: it becomes less a place of hospitality and more a gentle endurance exercise. I return in May. I am, even now, scanning the horizon for a nearby Premier Inn like a man in a lifeboat looking for land

Travel to sell of the property

Booked for couple but I couldn't travel so my partner travel by him self and he wasn't impressed due to 2beds were put together to make double bed which is not ideal for couple. It's seems things are hit and miss. We have one more bookings and after that will decide if we will be booking with them for future

Lovely spacious room. The bed was extremely comfortable. The receptionist was very welcoming and provided informative assistance.

The shower took a long time for the hot water to come though.

Poor nights sleep due to lumpy old mattress and noise from other rooms till 05:30 (thin walls). Tea making facilities and toilet rolls not restocked for second night leaving insufficient. Poor signage in shared carpark showing where to park.

Tired interior, cold shower, diluting juice for breakfast and ran out of butter at the breakfast buffet. Also nearly charged us £20 for checking in 1 hr early.

Tisztaság, jó megközelíthetőség, leírásnak megfelelő állapotok. Tágas szoba, kényelmes ágy, sok párna. Kávé és tea készítési lehetőség snackkel. Bőséges reggeli, friss gyümölccsel. A bejárati ajtó alap esetben zárva van, csak a recepciós tud beengedni, ez biztonságérzetet ad. Kedves személyzet, Mumbai indiai étterem tartozik a szállodához, ahol nagyon kedves a személyzet és jó a kiszolgálás és finom az étel.

Friss zöldség és sajtok hiánya a reggelinél. Szobában nincs bőröndtartó és akasztó. Recepción néha sokat kell várni a személyzetre. Rozsdás részletek a fürdőszobában.