Classiclodges Reviews

My experience of The Swan in Harrogate

My experience of The Swan in Harrogate was firstly stressful then mediocre it then turned into one of the worst stays I have experienced I start with an inexperienced staff member who clearly was out of his depth on his own booking us in I filled out the forms gave my car registration and paid the fee for parking I was on an overnight deal with some family members I was given my vouchers for a cream tea and my room keys The room was pleasant enough but was very hot I turned off all radiators and opened the window this did not help much I did find a fan and had to run that throughout my stay The cream tea was lovely The evening meal was okay The hotel staff were friendly and it seemed like we were in for a nice stay The next morning breakfast was okay and we went to book out As I got into my car I saw a parking ticket had been attached to my car windscreen I knew we had paid for parking so was totally bemused I immediately went back into the hotel and explained there had been a mistake I was told to wait and a long time passed before the staff member came out and stated they had viewed the CCTV and it was inconclusive that the staff member at the time of booking in had not given us a parking permit I explained we had paid for parking it was on the bill I had given my registration number on the form provided but no permit had been issued and we had not been told anything needed to be displayed in the car at anytime We were told there were signs in the car park but these just stated that it was for permit holders who were guests of the hotel which we believed we were I was told to leave and take it up with the council I asked to speak to the manager but was told I would not get a different answer The staff member went away again then after some time returned to state the manager had seen the CCTV and it showed us being given a parking permit for the car this I knew was absolutely untrue I kept asking to speak to the manager but was told they were going into a meeting I stated I would wait The staff member left Finally a male who stated he was the deputy manager came to speak to me he claimed he had not viewed the CCTV but I would still need to take it up with the Council as the car park was looked after by them I asked to view the CCTV but he refused stating I would have to contact the company via email I was so upset and felt totally helpless and discarded The desk staff member had been untruthful and dismissive of a situation of the hotels making and I was basically told to go away I asked for my parking fee to be returned if I was going to have to pay the fine but was told they would not do that They claimed this had not happened before but then said some people just forgot to display the permit I will be lodging a complaint and notifying the council of the facts I would not recommend this hotel